Kammy Naidu escalation manager is rude and does not want to listen to me and is making making false statement

I activated the ART benefit with Discovery and I was informed by my broker who was advised by Discovery that I have 2 cycles for ART benefit and one is remaining ,then when we start the cycle with the doctor we and the doctor submits claims all are declined then after querying and informing Discovery I will take this matter up legally Kammy Naidu then calls me and informs me that they will cover the second cycle via telephone after a week I ask for the claims settled they only settle 17k out of 34k and request me to pay 17k I try speaking to Kammy Naidu who is rude and is mistaken i try to correct her and she cuts the call.I request to speak to her manager no response,i dont see how Discovery can allow such a rude person to liase with clients and make a mockery of them...Kammy Naidu also when i tell her i will take it up legally she says "well you can try" this is an insult to me as a client,and all i want is her manager so maybe i can clear the misunderstanding before this matter goes any further.Dont customers have a right to talk?