Failing to take responsobility

we all know being on the keycare plan is not the best plan at all, but we are still paying members. so apart from SAYING FULL HOSPITAL COVER they dont cover everything, also failing to take responsibility for failing to follow their protocol in having forms filled, been incorrectl billed since Jan 2018 and now they refuse to back date my payments for forms and paper that they have failed to make sure is complete. this is unacceptable and i refuse to have it end here. Discovery needs to either improve how they treat members or they need to re evaluate their customer services