pathetic service

I have submitted my claim three times now. (1) First time I posted a hard copy into the Discovery Box at Intercare Glenfair Pretoria. I called Discovery about two weeks later, but they claimed they had never received it! (2) I resubmitted the claim electronically, but my claim was rejected because ICD codes had to be provided. Did so, and received an automated response that my email was received. Nothing happened. (3) Followed up telephonically, but was told that there is nothing on the system. I resubmitted now again. WHAT'S WRONG AT DISCOVERY TO DELIVER SUCH PATHETIC SERVICE?