Low level of competence of Discovery consultants

The level of competence and service is absolutely shockingly poor! I have had - all within the last 3 months - SEVEN claims where I have paid the providers and when I claimed the refunds from Discovery, they paid the providers instead of paying me!! Despite complaining and reporting this, I cannot get my money from Discovery. Trying to escalate the issue proves to be impossible. I have been with Discovery a couple of years now, but is is clear that the level of competence and service gets worse year after year!