Why are my claims not being paid ?

When I incurred some expenses while I was in Dubai during COVID19 lockdown on 28 May 2020 and 1 Jun 2020, I was firmly under the impression that my medical expenses would be covered by my savings account. After my departure to Dubai on 14 Mar 2020, I was emailed by Discovey agent Nardus Redelinghuys on 17 Mar 2020 to inform me that my out of country coverage had been activated for a period of 3 months since my departure. I therefore submitted my claims fully expecting that they would be paid. Sadly this has not been the case. I simply cannot fathom why these claims have not been refunded. It does seen as if beaurocatic bungling has prevented a satisfactory conclusion. What is more, I just cannot get to the bottom of the situation. Why have my claims not been paid and how do I get this situation resolved as soon as possible? I have submitted my claims and cannot even get Discovey to acknowledge that they have received my claims, nevermind them even getting to the payment stage. Please can I get someone to demystify this for me. Surely this is not too much to expect from one of the premium medical aids in the country ? Or is it ?