Really bad service from the claims department

I was hospitalised at a non-Key Care hospital due to an emergency, 29/12/2014. Once there, I had to, out of pocket pay close to R 5000.00 for x-rays, blood tests and pain medication. Key Care's rule (which was confirmed telephonically) is that such expenses can be claimed back from Discovery after the hospital stay. After being discharged, I received ANOTHER account from Lancet Laboratories for an outstanding amount of almost R 2000. I submitted the account to [Email Removed] in February and got automated responses saying no attachment was received. I sent the forms through AGAIN with no response. I sent the account through once more in March with no response. On Monday, I receive a call from ITC saying I had been handed over by Lancet due to non-payment. I phoned Discovery again to sort this out, sending the account through and receiving the SAME automated reply. I phoned them again, this time making sure that a PERSON received my e-mail. Long story short, Discovery rejected my claim, saying \not submitted in time."So as it stands I am still handed over because their automated system couldn't find my attachment. I am penalised because of a faulty system. Thanks Discovery. """