No feedback on review and nonsensical feedback from live agent

I submitted a review on 21 July due to not meeting my weekly goal as I was booked off sick for a few days in the week. This was the second review as when I previously queried, I was provided an alternate email address. The mail response stated that the matter would be processed in 2 days, however it is now 04 August and I am yet to receive feedback. I queried on the live chat and I was informed that feedback takes 28 days?? The mail response says 2 days yet still no feedback and from the initial query to date, it is a month without feedback. The live chat agent tells me that because the doctors note booked me off work and not off exercise that it will be declined, however not declined yet?? Why is it not inferred that if one is booked off work, that they also cannot exercise due to the flu? Then not receiving any feedback still? This is not acceptable. Discovery are just ignoring their clients and not flexible. For a medical company to expect one to exercise with the flu, then be hospitalized and then claim from the same medical aid? Not sure who is making these decisions but you need to rethink the strategy here.