Poor Service

My daughter got sick, and I had to take her to hospital. I paid cash for the doctor and admin. I have sent Bankmed the pop and they said it is not clear. I resend again and now they are telling me that I have to send the claim not the proof of payments. I do not understand, as I have sent the same before. This is not the first time they are doing this. It is battle to get the funds back from Bankmed, but I pay monthly with no hassle.