Non responsive on claims

I submitted a claim over a month ago and subsequently raised a complaint a month later. This relates to a Co-Payment and claim shortfall. For 6 weeks I keep getting the same response, they are currently looking into the matter but still no response unless I follow up. I have asked to be included on comms with Discovery if the issue is pending with them and this still hasn't happened. The service is non existent - the exact opposite of what you see on their company principles indicated on their website.