Aig make clients feel as if they are faking their stay in hospital

I have this policy for years for hospital plan which pays you for the days you stay at hospital with AIG I came out off hospital recently called the call centre to lodge a claim which only required the hospital account due to covid which was submitted I now receive emails stating I need motivational letters and a whole lot of bull as if I ****d my stay in hospital. Is a hospital account not valid and further more my medical aid did pay my bills these guys sit on there back side and expect everything to revolve around motivation for a sickness you been through makes you wonder why a corporate behaves in such a manner this is not the 1st issue with them when you pay your debit order delingently every month what nonsense is this