Service levels at Discovery Dropping?

Recently i have noticed a few changes in the service received from Discovery Health Medical Aid. Their processing time for reimbur*****t of claims is over 2 weeks. It seems like they are no longer paying claims out on demand but rather doing them in batches. Members now need to keep careful track of their claims submitted. What's even more frustrating is when they get it wrong. You claim is paid partially or even worse you are told that they don't have your claim.

When you have these challenges one needs to call the contact center and the time taken to go to the numerous prompts is so frustrating. Is it not possible to have a direct number for queries on claims? Or a call back service

If the app worked well one would be able to get all the necessary information from there, but it is so underwhelming. I expected a world class app, given that they are now in the insurance and banking industries as well.

Right now, I feel so frustrated with Discovery. Its a first actually!