Total administrative failure

I read the frustrations of many people having to deal with Discovery medical aid and have every sympathy. I am a doctor and have been trying to change details with Discovery for more than 3 weeks. It is a continuous stream of emails with no action. They promise and fail to deliver at every turn. I wonder if they can do this to one of their designated service providers how difficult it must be for a patient dealing with them at a time when they are most vulnerable. This is not reasonable.