No service in reprocessing claim

Discovery has disallowed a claim for a pre-authorised procedure even though the claim was submitted with the authorisation number. Despite a service call being completed on 25 November and an undertaking to reprocess the claim, it has still not been processed. When I logged another service call a week ago I was told there is no timeframe to complete this. This is ridiculously poor service that I haven't received before from Discovery.