No caring attitude service from Discovery!

I have now been a member of Discovery Health for more than 10 years, and have just recently submitted a claim for my daughter for contact lenses, which is suppose to come out of the welthfund, which the optometrist have submitted, I have submitted, and there is more than enough money to cover the claim, but they still have not paid the claim. I have tried phoning them, I have tried chatting to them online, they are useless, I ask for a person not a bot to chat to, but still nothing has happened! Can they just settle this claim as it is a small amount and the monies are there? To be honest I have been so disappointed with Discovery all they do is increase their prices but there is no service at all. I then rated Discovery as they send me a rating form via email, they are very quickly to get a good rating, so I gave them the worst rating. I then get a call from a woman from Discovery who I would also rate below 0, who asked me what the problem was so I told her. Her answer ok thanks and she put down the phone, no apology nothing. I have also spoken to a few other people who have complained about Discovery. So you either up your service, do your job or you are going to lose members!