Bad service

Good evening I am covered by Absa Health Assistance Cover plan. Policy no ***. Mr FJ Cilliers. I have been admitted to hospital. We have submitted a claim and have attached the hospital statement and other doctor's statements which reflects the clinical codes which reflects the reason for treatment etc which is also used by the medical aid to assist their medical specialists/assessors. I paid a consultation fee for the Prof who treated me to complete the claim Form. The claim was submitted on 24 Aug 2022. The first response was sent from them via email on 26 Aug 2022 @ 19h32 requesting letter of motivation from the treating Dr for extended period of stay in hospital. I was in hospital for a few days prior to the operation. They are also requesting copies of all tests examinations and treatments. If they pay attention to all the clinical information on the accounts they will be able to see why I was admitted and that I had to be treated for my lungs before Prof could perform the operation. Really, they could check the information on hand. My medical aid is exhausted now I need to pay cash for another consultation fee and trouble the Prof for this additional information which is available to them. I have had a lot of expenses and now they have excuses for not paying out. Surely their assessors should have knowledge about clinical codes. They are question the Professor which I find insulting to him. I need them to finalize my claim and should it really be necessary request the information they need from the Professor themselves. The correspondce email for them is ***.