No response after 9 days!!

I submitted a claim for special payment from my MSA in March. On 2 April I received a mail saying that the original claim needed to be attached to the claim for special payment. I resubmitted the claim for special payment and the original claim on 8 April 2015. I was told by Discovery in their email that I could expect a response within 2-3 days once I had submitted the documents. 9 days later I still have no response. I have phoned the call centre twice to follow-up, and on both occasions I have been told that it is still being processed. I really did expect better service from Discovery! I have been a client since 1995, and never before I have experienced such poor service. Perhaps its time to find a new medical aid?