Netcare Gap cover - what?

Are you serious? I have 2 outstanding claims with Netcare Gap cover. I sent with urgent email and required attachments and probably a DNA sample. This has gone back and forth emails, requesting more information, not a summary, but a detailed account. 4 calls later to Discovery medical aid (Who by the way were brillant) and 4 calls to Netcare gap cover. I get told firstly, you cant have the telephone number for the person i was dealing with (as they dont take calls), they will correspond by email? then we need more detailed information (which is NOT on their Submit a claim document on their website. then it will take 5 days to clear? I have just had a knee replacement and i (the customer) and being tossed back and forth between my medical aid and netcare gap cover. I should be recovering, not having my blood pressure kicked up a few notches by bad processes and bad service.