Pathetic service

My daughter and I tested positive for Covid-19 on the 3rd September and that very day I requested for a Pulse Oximeter via Discovery Website. On Monday 6 Sept they sent an encrypted form to my husband which we cannot open even via ID numbers. My husband called Discovery and they said they would call back to help. Its the 10th of Sept and NO ONE has bothered from Discovery and yet they have both my and daughters covid-19 Results. Surely its their responsibility to ensure I receive an Oximeter and/or follow up. As we speak, the website states that I have already subscribed to the benefit (Oximeter), but where is the device? I logged in my address details for delivery and to date, nothing. No communication.