No response from EX-GRATIA or Claims Adjustments

I had a kidney transplant last year December, and Discovery incorrectly processed my claim after myself and the donor saw the surgeon.<br> <br> They processed it as me visiting the surgeon twice, instead of processing it as myself and the donor. Thats my first complaint.<br> <br> What leaves me even more livid is that I have sent the claim back to ex-gratia and claims adjustments 13 days ago with ABSOLUTELY NO RESPONSE!! even though both automated mails promised a response in 2-3 working days.<br> <br> I have absolutely zero tolerance for Discovery anymore, as you made my entire transplant workup process a nightmare (I have the precious hellopeter tickets to prove it), and here it continues to be one. This is a R1900 claim, which might not seem a lot to your multi million rand organisation, but to me its a lot of money.<br> <br> References below:<br> Ex-gratia mail reference is MailRef#***#- -MailRef#***#<br> Claims adjustments reference is *** and ***.<br> <br> I expect a response by COB today, and I expect a phone call explaining to me why its so difficult for Discovery to provide a basic level of customer service.