Unpaid claims and no response to related enquiries

I submitted a request for approval for my husband who is terminally ill with cancer. The approval only came through months later. Once I had received the approval, I submitted the claims. The approval had been backdated to the date that I required the service from, and everything was then in order. After repeatedly submitting and enquiring about these claims, I would simply receive a reference number and promise of response within 3-5 days. Various departments from Clinical Care, Compassionate Care, Claims Dept, HealthInfo etc. have responded with ref number but each just seemed to disappear into a black hole. It's ridiculous that Discovery are not checking on cases that are open and unresolved within a certain time frame. If they had to run a report of all my open cases, they would see many unresolved cases. Mu husband is dying. I am mother to 3 young children. I am exhausted. I should be able to focus on my family and not all the administration around medical aid claims ... this is really not the service one would expect from an organisation of this size. It would be nice if someone on a higher level could look into this urgently.