Unpaid Claim

I submitted a claim on the 27th of January 2020 via email. I received the reference number on the same day, however the claim has not been captured or paid. It is has been almost 3 weeks now and still nothing. When I call the call centre about it; which I did twice already - same old story. "I will refer this to the claims department". Discovery never has issues accepting premiums on a monthly basis but its always a mission to get claims paid.