Inconsistencies Galore

I was hijacked and stabbed on the evening of 28/7 and had to go to the casualty ward at Carstenhof where I was treated for my injuries and discharged around 2am on 29/7. I called Bankmed on 1/8 to check on the claim as I hadnt heard from Carstenhof after submitting outstanding docs. The agent informed me that only a portion of my claim would be paid as a PMB as the incident wasn't classified as an emergency since I was discharged after a few hours and was essentially lucid enough to have asked the treating Dr if he charged medical aid rates. I expressed my utter dissatisfaction with the feedback and followed up in writing requesting written feedback, where the tone was nnow changed, with the agent offering a review of the decision and for the casualty report, x-rays. This was submitted and the claim fully financed by Bankmed. Whilst Bankmed has been responsive since my written complaint, I am still veru aggrieved that I had to fight to get the right service. It feels corporate greed, a deliberate attempt to con me, as if I hadn't been through enough. It cannot be normal or acceptable for 2 people to treat the same procedure so differently, I what is the correct process in such instances? I demand answers, not empty apologies when I was basically told by your employee that I wasn't stabbed seriously enough.