Frustrated at their service

Have sent a claim multiple times via email where I took a photo of the doctors receipt, and have had an email multiple times to tell me it is ineligible, however is a crystal clear image. No one has called me to explain what is missing or what is ineligible, so I waited more than 14 minutes on a call to ask a consultant, and eventually gave up. I have the call log to prove I'm not exaggerating. If I can't submit a physical specimen in a claims box at gym any longer, how am I supposed to get the doctors bill through to Discovery. I'm not driving into Sandton either.