Bring Back My Money!

I had to pay R500.00 to the private hospital I was in in December due to a car accident. I don't even understand why Zamokuhle Hospital wanted me to pay that money from my own pocket. I am trying to claim this money back from the medical aid and have emailed more than 3 times with my proof of payment and all the payment details needed but they still send me emails requesting for more info on the proof of payment. I honestly don't know why they don't read the entire email for more details. I want my money back!