None payment by Discovery Health

Good evening My parents are on the comprehensive Discovery plan. According to the scheme they are allowed to purchase a wheel chair once in 3 years. My mom has been incapacitated for at least 18 months. We bought a wheel chair thru a wholesaler. Discovery rejected the claim. At a loss of 10% of the chair value due to a handling fee we returned the wheel chair. Dis Chem is a registered brand with Discovery. We purchased one on the 13th September 2022. They have on the Discovery App a rejection code of 830 for the wheel chair. It means we have bought more than one in 3 years but this is the first we have every purchased. On the 6th October I phoned Discovery. They said they would submit an enquiry and get back to me within 2 to 3 days. I have heard nothing and it is evident they have not accepted the claim. as the rejection code still shows on the App. I don't know how to pursue the matter further as they promise to look into the matter and phone me but that has not happened. Kind regards Kingsley Stone