NO FEEDBACK

I am extremely upset with Discovery Health (Medical Aid). I phoned Discovery to get a quote on a medical aid package and find out if the specific procedure that I need to get done will be covered. They sent me the quote and told be to email them the procedure that I need to get done, so they can let me know if the procedure will be covered. That email was sent on the 24th of March 2022, I got no feedback, I phoned again and spoke to another agent who also told me to forward the email sent to the 1st agent to him and he will get back to me on the matter. That email was sent on the 28th of March 2022. I still haven't heard back from them. Why is it so difficult to get help from Discovery medical aid????