Pregnant and disappointed with service received!

So utterly disappointed with Discovery, what's the point of giving us a facility to submit claims online and on the app if it does work? I submitted a claim on the website on the 28-01-2020 straight after my visit to DR IE Bhorat, then on the 01-02-2020,i resubmitted the claim because it was not showing on the app under claims, after getting no joy I called the call center, only to be told its better to email the claim, but the agent had submitted the claim for me, and I also did submit the claim myself via email, so discovery has a 2 to 3 day turn around period for claims, however my matter is just being escalated by agents, it's now gone 11 days I still don't know what's going on with my claim. See ref no.s below Ref no website. :*** Ref no for app: *** Ref no for call: ***