No feedback on my Discovery Disability/Severe Illness claim

I have been employed for 7 years - with my company providing me with Group Life/Risk cover with Discovery Life. I have submitted a claim which, under the benefits is a valid claim due to an event suffered while having this benefit. I provided all the documents and was then asked to get updated medical reports. I was able to get one report, the other 2 was difficult and I asked Discovery numerous times, what else I could do. One specialist was always fully booked and the other didn't get back to me. In fact there was no way of speaking to anyone to get an appointment - I was told to email my request. I have emailed countless times but still no feedback. I supp**** one of the 3 reports required. Discovery Group Life/Risk did not even acknowledge receipt thereof. Secondly, they did not respond to my query as to what else I could do to honour my obligations. I have not received any feedback from Discovery - even after 3 emails. Stephen in the claims dept has disappeared and no one responds when I email the general claims mailbox. My reference from the last "automated" reply is ***. Why must I struggle for assistance or guidance to honour my obligation for my claim? Why does it seem as though my claim means nothing? I will take this further to the Ombudsman and even further if I am not provided via emai, at least. I expect this within the next business day and I want feedback on the outcome of my claim.