Lancet ignoring emails to resubmit account

Since January 2024, I’ve been asking and asking Lancet Laboratories by email to resubmit an account to the medical aid. There was a problem with the approval number but this was sorted out by Discovery on 18 January 2024. Every single email auto reply says “ We apologise that, due to increased volumes in our email, our responses may be delayed:”

I keep getting sms’s to pay the amount. Why can’t Lancet just resubmit the account. All other service providers have been paid.