Delayed claims experience

I have submitted a claim on August 10th. I sent the invoice as well as payment of receipt to Bonita's. This is the very same process I have followed on previous claims and now I received an email that my query has been closed. The contact center advised that a medical aid number is required but I paid cash for the consultation. Why was the previous claim processed based on the exact same information and now the claim is closed. The service from Bonita's is extremely inconsistent and I can't remember a time where my interaction was seamless. There are always delays, insufficient information provided to members when emails are sent. This is the information provided to me from the doctor, if more details are required surely the claims person can contact the doctor. Please can I have my clam processed. Thank you.