Recalled Claim After Paid Out TWICE

After checking several times via phone as well as email with Discovery weather my son's hearing instruments are covered, and getting confirmation that it is covered, we went ahead to order it from the Health Care Professional (who in turn had to order it from Switzerland). The claim was approved and paid out, but then Discovery recalled the claim and a negative amount was created on the healthcare professional account due to an outstanding report, which was in their possession from the beginning. I followed up the claim and eventually spoke to Lucille Fakier from the Executive Office in Cape Town. She took a few days to sort out the claim and it was paid to the healthcare processional again. Yesterday it was recalled AGAIN, with another reason and again a negative amount was created on the healthcare professional's account, resulting in a bigger amount to be paid by myself. How does Discovery's approval process work? And what does it mean when the executive office tells you a claim has been sorted out?