Valid claim not honoured by Discovery

I have been enquiring about a claim that should've been paid but was not, due to some fault on Discovery's side and now, I as the client am made to pay for this error. My current life policy is in suspension because of this incompetence and it infuriates me that this is potentially costing me as a result of an error that is not of my doing. To date, three emails have been sent, enquiring about this and I've only ever received canned responses with reference numbers going back to 24 May 2018.