Why do you always mess up the processing of large claims?

My son needs a hearing aid which I brought for R22 000 last year July. The servicer provider said they would claim from Discovery. In December the provider phoned to say they couldn't get Discovery to pay and I had to pay the amount in full. Many phone-calls and lots of investigation later I think I've pinned down the problem to an admin issue. The Discovery call centre promised to address it but it's been more than a week and I haven't heard from them. R22 000 is a lot of money to be out of pocket - you would think Discovery would at least get back to me.