Poor Service for International Medical Claim

I have sent two medical claims to discovery on the 14th of March. After almost two weeks of no response I called the call center yesterday just to be told that nothing has been done. Upon asking the operator about the why nothing has been done she said that our claim will not be considered because the medical reports was not in English? We traveled to Mexico where most of the people speak Spanish and even in the hospital they barley speak English so how are they suppose to type out a medical report in English? Now my biggest question is why can't Discovery use google translate to translate the document now we have to pay for the documents to be translated? A fee I still do not know how much it will be after the operator said she will get back to me? Next question why did nobody inform us of the issue with the claim, it just sat there and nobody cared. These expenses was in December and I need to resolve these claims ASAP. Bryte our secondary insurer are waiting for Discovery to make a verdict. I'm really disappointed that I have to wait so long and then still call for a response as Discovery just doesn't care.