Unpaid valid pathology claim by flexicare discovery health insurance

The complaint remains unresolved. Three family members underwent COVID-19 testing following referral by a Flexicare network GP. All three tested positive. The pathology claims were submitted and referred for approval. More than a year later, the statement provided still reflects the claims as unpaid with a benefit paid of R0.00. Flexicare has not provided a clear final decision on the claims or explained why the COVID benefit was not honoured. While according their terms and conditions if the referral is from their network GP to their network pathologist and the tests are positive they will cover them, yet a year later they are still not giving me a clear response as to why the claim isn't paid yet and they claim the pathology isn't on the network when lancet has been on their network from when I joined to the time of the claim. Honestly it's disappointing and showing incompetence for a brand associated with discovery I expected more.