Time wasting so as NOT to pay claims

My mom is a 76 year old pensioner. She saw a specialist and paid in cash to claim back, I submitted the claim on her behalf after which I was advised by Discovery that ONLY the member can submit a claim, I would need my mom to give me authorisation????, After a week of battling, Discovery EVENTUALLY loaded the authority. A week or so later she had to get a wheelchair, I phoned and was told that she is approved for R36000.00. We obtained the wheelchair and once again had to pay cash and claim (we paid +-R3300.00 for it thereby saving Discovery thousands), a doctors prescription, a copy of the sales note from the service provider and the cash slip were forwarded, I have - 20 references regarding the claim sent in 2 weeks ago, I am sent the documents that we sent in and get the reply that they have not got this even though they are returning what they are asking for, then that, then the other (but they are forwarding what I sent????) I then forward a letter from my moms bank that her banking details have changed and am told that it is not good enough???? (a BANK STAMPED letter with the details)??? This is Ludicrous!!!