PMB Claim - terrible service

On the 28th of Dec 2021, my daughter had to be rushed to the Carstenhof hospital as she got cut on her left leg. I did a claim to Discovery but the claim was not paid in full based on after hours, current savings and the rate that was charged. I then established that this case is actually a PMB after reading up on it. I then got the treating doctor to complete the PMB form and was emailed to Discovery on the 08/02/2022. I received an email from Discovery stating that they require a Pathology report on the 17/02/2022. I then contacted the hospital and emailed the report on the 17/02/2022 and received a reference number. To date no one has called or emailed me from Discovery. I contacted the call center today the 15/03/2022 almost a month later only to find out that they require more docs. I spoke to a Nathan who to be honest did not fully understand what was required. He tried putting me through the Chronic department and the call got cut. I also emailed the PMB department on the 17/02/2022 to find out about a specific email address they used. The PMB department sent information to an unknown email address. I asked Discovery where did they get that email address and received no clarity. This goes against the POPI act and I want to know who's email they using to send my daughters details to. Dont ignore my request cause I will take this further and report this to the commission. This is shocking and extremely poor service. To date I received no feedback almost after a month is terrible. I want answers immediately on 1. whos email address is that? and 2. What is the status of my PMB claim. Perhaps Discovery is using delay tactics once more so that they don't have to pay the claim out of the PMB benefit. I will be shocked even if I get a reply.