Shocking customer service

I have been diagnosed with breast cancer recently and had a mastectomy with reconstruction done. Authorisation for the surgery was given by discovery. It has been a month now and I am being pushed from pillar to post with regards to payment to the service provider. I have spoken to Frebelene,Malibongwe and Sonam all of which are team leaders and managers. Each of them make promises and never keep up to them. This has added so much stress to me at a very difficult time in my life . The lack of care an empathy from discovery is very disappointing. I have been given so many reference numbers and all in vain. I have been a long standing and loyal customer of the scheme and I pay my premiums timeously. To date I have no feedback or payment. I am utterly shocked at the service I am receiving. Instead of assisting me in a very difficult phase, they are causing me undue stress. They have been advised that this procedure is related to cancer and is not cosmetic and they still don't care. To date I am.left with no feedback and more stress during my recovery. I am extremely disgusted and upset at the way this entire process is being handled