claims

I had to pay I doctor Bill of R1100. As banked did not cover and I was asked to claim from bank. I had faxed proof of payment to banked on the 29-10-2015 I I keep receiving is a fax requesting my membership number which I have Been facing and did email to banked. This is the second claim I have sent through. Why do I have to report to hello Peter to get paid. Why cnt bankmed just do their job and respond. Will I ever get my money back?