Unprofessional service to say the least

I am finding it extremely difficult to resolve a claim I have with Discovery Medical Aid.On 30 November 2020 I had a double knee transplant at Linksfield Clinic which was accepted by Discovery with the necessary code sent to the hospital. The hospital was short paid which I paid to avoid problems. I contacted discovery on their website explaining the issue.This is the response I get back : "I'm not sure how to answer your question yet,but your questions help me learn.Please reword your question." This is after a full explanation of the procedure.