Frustrated at lack of service

My son was in a car accident on the 27th of April 2018. All of the costs relating to this accident for treatment and care should fall under PMB. I have to continuously argue and spend hours on the phone to get these bills sorted. We did not choose any of the Drs as it was an emergency. The anaesthetist bill, the xrays, the surgeon, please explain why these are not all marked with PMB from the beginning and treated as such?? Is there not a case manager dealing with a file from beginning to end? If the case manager cannot deal with it why is it not referred to the High Level Query person? Why must I jump through hoops, spend hours on the phone to get things resolved. Most of adult life, and my kids from birth, have been on Discovery. We have had minimal claims. Now the one time we do, there is issue after issue. This was not elective....it was an accident, that was not even my sons fault. Why is everything not covered???