Poor customer service

Since my wife was diagnosed with breast cancer last year september..and dealjng with discovery has been the most stressfull 12 months in our lifes

This company say they have the best ongology benifits out off alk other medical aids... So my wife was given her own ongology benifits and that has been used..now on the 9 sep this benifit has reseted and she has full cover..but agajn discovery is ducking and diving as she went for her scan lasf week...and discovery decided not to pay for this..i tried emailkng ..messenager and i am told they are investigating..no responce..no feed back..we are under enough mental and financial stress and we realy dknt need this kjnd of *** service..why do have to resort tk social media to get a responce..i am not goimg to fight ..i am not going to.shout..but dont **** me off..j pay for this service..DK YOUR JOB