Many months later and still no payout

I have an Essential Smart plan with Discovery, which allows for one dental checkup a year. I am extremely healthy and so never claim for anything. The first dental checkup I have I claim for as per the policy of Discovery. I was told it was declined because I had previously claimed - on inspection of their records it was obvious I had never received any payout for any dental related expenses - the lady at the call centre very kindly said she wil have it escalated. I followed up at least 5 more times after this where I was advised the same thing that it had been escalated. It is nearly 6 months later and no payout and no feedback. Even though this is not a huge claim it is the principle that concerns me.

My big concern is that what will happen when a serious claim comes along. I am not feeling very secure with this medical aid and woukld like an explanation but more than that I would like my payout as this is what I pay for on my policy!!!