Disgusting service / refusal to pay claim

I am very disappointed by the unprofessional service I have been receiving from this company. I was referred to a specialist and paid a shortfall which the medical aid promised to refund. I submitted the claim twice and they declined it twice saying the claim is unclear. When asking what is unclear about it, they tell me the list of things a claim need to have, all those have been provided and yet the same claim was declined twice. This is the worst service, as even the call centre agents cannot tell what is wrong with that claim, as it contain all the information needed. I WANT MY REFUND NOW!!!