Service that is just shocking

I have been with Discovery for many years and have never had any complaints until I have had to finally claim for something.

My partner went for her COVID testing and paid for it, I then logged a claim for what she paid and have since been messed around for weeks on end and have gotten no where!

I was told they won't pay for the first test & doctor's visit because there was no referral done, but I attached a referral from a hospital. then I was told they will only pay for the second test, which they paid to Lancet even though I attached the invoice showing we already paid for it and now I have to send a picture of the slip because on some planet an invoice isn't good enough. I just cannot believe how useless the service at Discovery, I am actually shocked. To top it off none of this was communicated to me, I just kept getting emails saying my attached documents were not clear, I had to get my broker to find out what was happening.