Unpaid claim

I made use of Discovery virtual consultation via their app. When the doctor called, there were technical issues and we did the consultation telephonically however virtual notes were made to show consultation was successful. The medical aid didn't pay the claim. I called and emailed multiple times and provided the virtual notes to confirm consultation was successful. Getting no joy from the Discovery medical aid team. This is so frustrating. Why offer the service if you don't pay for it?!?!