Discovery Health - no-reply customer care system???

Can anybody tell me if there are other companies like Discovery that has a no-reply email, customer care system? How can you resolve any dispute if they send you no-reply emails? You just can't get to the head of customer care or talk to somebody high up in the claims department who can resolve a matter and actually give you the right facts. That's why I'm struggling since March to resolve something. Lie after lei was told and when you try to resolve it, you have to send an email to a general email address. After a few weeks, you get a no-reply email in response. Can somebody advise me? Is the best way forward the Ombudsman?