Pathetic service from Ambledown

I was admitted into hospital on 23 March 2022 with a broken leg. I needed to go for a procedure to mend my leg. The anaestheticast charged over medical aid rates. I now owe them R9 000.00. I submitted my claim with Ambledown together with all supporting information. I am still waiting to be reimbursed. They sending a generic mail requesting the same documents I keep sending to them. I keep mailing for an update and do not get any response. How long must I wait to be paid out what is rightfully due to me? Its not like the gap cover is free. I pay every single month but am not getting the service I am paying for. Will definitely be changing my gap cover service provider. I read on social media how bad Ambledown is. I wont hold my breath for feedback.