Non existent NIPT screening approval department and customer service

My wife and I are pregnant with our second child. The Gynea suggested we do an NIPT screening as it is deemed to be high risk. We submitted the doctors motivation to the *** last week Tuesday and did not receive a response or reference number. After following up several times and forwarding the details to an additional 2 more Discovery e-mail addresses and after having spoken to several different consultants and their respective managers we received a response to our mail today, 9 working days later, to be told we need to submit more documentation. How on earth does it take 9 working days to respond to an e-mail? Anybody that has gone through one of these screenings knows it is a very time sensitive matter, but Discovery could not care less. Worst of all, all we are requesting is that they pay for the NIPT screening either outright or to take it out of our MSA, which we have sufficient funds in. What an absolute disgrace! The consultants can only escalate to a certain point after which the request is at “clinical” level, whatever the hell that means! Discovery, please get your heads out of your own ****s! If you as a company are now to big for proper customer service and not able to do the simple day to day things properly, then rather don’t promise people that you can! Disgusted, disappointed and livid are the only feelings I have towards Discovery right now. You are literally playing with peoples lives…