Claims issues

I was approved for exgratia benefits, I had an operation and now the medical just does not seem to prosses my claims at all. Every time I phone them I get another ref number for another 7 working days, been having the same issue since August. The exgratia department does not come back to you and the customer care line says we doe not work in the exgratia department. My hospital account will start to run interest but its not my fault and they take no responsibility! Administrated by Discovery sucks