four months and still no help from discovery

My mother has been with Discovery Health since 1999, and has had her heart condition treated under chronic medication for more than a decade. She always visits the cardiologist twice a year. Discovery has always paid for the first visit out of chronic, and the most of the second out of the MSA. This year they decided the condition was no longer chronic, and paid for 75% of the bill out the the MSA, depleting it completely. My mother, the doctor's accountant, a broker, and I have all being trying to sort this out. Discovery keep on passing the buck, requesting the SAME information from the doctor over and over, losing the forms they demand we complete, and, generally, just being as obstructive and unhelpful as possible. This has taken FOUR MONTHS with NO help from Discovery. I received an email from them yesterday, confirming (once again) that the condition is chronic (which it has been for 15 years)... but they still want us to contact the doctor, and won't pay. I am at my wit's end. I have resorted to hellopeter as a last ditch plea for them to do their contractual duty and pay for the doctor's visit under chronic treatment... as they have previously done for over a decade.