Ghosted by Discovery

I followed the discovery process to claim money back from my medical aid savings for an appointment i went to and had to pay cash for. its been over two weeks and not even an auto response from discover. i mailed again and still no answer. trying to speak to a consultant on their line is like pulling teeth and their WhatsApp service is a robotic response that just responds to random words in your sentence. i just moved my life policies to Discovery , should i be worried,. Is it this hard now a days to get help? ALl the companies that were highly rated for their service have been mortifying,