Unbelievably pathetic service from Discovery

I had an extensive medical checkup in November and submitted a claim for almost R 2000 to Discovery on 29 November. I received an automatic confirmation of receipt with reference number ***. I received a notification of a payment to the Clinical Pathologists involved on December 1. However, I heard nothing further from Discovery. I telephoned Discovery on 28 December and spoke to a Mr Sithole who claimed he could not find an email containing my claim on their system. I then forwarded the original receipt email which had the claim attached. On December 29 I received a query about my conversation and whether the issue had been resolved. I explained in some detail that they had in fact received the claim on November 29 but must have mislaid it. Then I received a telephone call on December 31 from a lady from Discovery who after some discussion claimed that a payment was made to the doctor concerned on December 7. I said that if that was true it would be strange that I was not notified. She then said she would send me the details. I received a ridiculous file a bit later with the doctor’s name on it but zeros all over the place! What is going on in the Discovery zoo? First it was claimed that my claim email was not received, which I disproved, then that a payment had been made to my doctor, which is false, and worst of all, no processing of an important claim in more than a month!