Poor claim service advise from Discovery

I’ve submitted a claim which was processed, however one line was not processed, feedback on app was the claim line is not clear and we should submit a clear copy, called the call centre and agent was just as confused as every other line was processed from the same document, the said agent resubmitted only to be told after that submission that the claim could not be processed as it’s being linked to a line above that has comments of no charge. The agent advised that we should have codes removed from claim line and resubmit, I subsequently reached out to the Executive office and requested assistance as this didn’t make sense, same feedback but after no care to call to clarify, a mail was received that the entire no charge lines must be removed. It’s embarrassing going back and forth to the HCP! Just seems that everytime a claim is submitted, discovery don’t process and always have an issue, to the point where it becomes frustrating and you would just not pursue further and they do not have to pay the claim, talk about pushing the envelope! So disgusting and disappointing especially from their executive office.