NO payment for medical bill and no feedback either

With my plan we have a benefit where our children can go to the ER for a maximum of two times in a year without us having to pay for this. I believe this will be paid from Risk. I have phoned Discovery several times and even the Mediclinic Vergelegen has tried to claim for the visits and they are currently threatening me to hand me over to debt collectors. This is a benefit that I do have with Discovery and they are liable for two payments but no one cares to even come back to me or the hospital in order to make payment.