Why does it take so long for claims to be processe

My son goes in on the 18/11/2015 for teeth extraction. Ex calls Topmed and is informed that they will cover the extraction under our current plan just not the Anesthesia. (I highly doubted this but anyway) Dentist informs me that if I pay the account before the 25th of Novemmber I can only pay 2010 instead of the full 2210. I submit the bill the same day to Topmed. I called yesterday the lady can only tell me that the claim is still being processed no more detail. What about the discount? I must call the doctors office and ask for an extension! I call again today as the email received after I submitted the claim said I can call to follow up on the claim. Again I am simply told, it's being processed no further detail can be given. How very helpful topmed. Now if I pay the doctors bill and you pay as well sit with the joy of getting payments reversed or reimbursed to me from the doctors offices. Guess I'll have to kiss that discount goodbye and will probably get told that Topmed will cover R150-00. Nice one...