Bonitas refusing to pay PMB claim for emergency c-section

I have been struggling to get Bonitas to pay for my wife's emergency c-section for 2 months now. They are refusing to pay the PMB part of the procedure to any of the service providers (adding up to almost R20 000), even though the hospital and gynecologist confirmed that it was indeed an emergency c-section and used all the correct codes for the claim. Every time I phone, they have some excuse and some other documentation that they need. They are now refusing to help me directly, and insist that they will only speak to the service providers. They are insisting that I get the service provider to contact them, event though I am the client, if I want more assistance with this. Using Bonitas is by far the worst decision anyone can make when it comes to medical aids.