Still no word

It has been almost 1 week with no word from Affinity Health regarding the non-payment of our hospital bill.

Here is a short summary of what happened:

My partner and I joined Affinity Health just less than a year ago, thinking it would be a great option for us due to affordability. She recently went for an operation, for which we had to pay in a large sum of money beforehand. Prior to the op, we received email confirmation from Affinity Health confirming that they would be paying a total of R19 000. The hospital also received a confirmation of payment from Affinity Health for R19 000. Yesterday, my partner received a call, saying that Affinity Health would now only cover R14 000, which totally contradicts the email confirmation which we received.

I received a message from the hospital yesterday, telling us that we are responsible for the outstanding amount and that it needs to be paid asap. This all forms part of the amount that Affinity Health guaranteed that they would pay. Paying the hospital an additional 10k was NOT in my budget. I already paid in R8 800 prior to the op, because Affinity Health wouldnt cover the full amount. What is the point of having medical insurance when they pay for as little as they can get away with??