No reply to valid claim after 14 days

I required medical assistance while visiting my children in Australia. We did call Discovery and they have approved the treatment with associated hospital hospital pre-authorisation number ***1. My son had to make payments at the emergency room (around R16k) and we have submitted all the required forms to *** on 17 August. We did receive a reference number ***. The service promise after submitting the request says 2-3 working days. I has been 2 full weeks with no word from discovery.