ER24 Claim. No responses

I never had any issues with Bonitas for years untill now.

ER24 submitted a claim for an incident of September 2022, seems like they never got a response for the claim, and they started sending me the statements for payment for the 1st time in January 2023. I have also submitted the claim myself via email and on the online portal various times without any response. So, after getting final demands from ER24, I paid it myself out of my pocket.

Finally, I get a response that it should be send to europassistance. Like I should have known that. Still no response, not even a decline with reasons, just nothing. At least let me know if you are not going to pay so I can claim from Gap Cover. But I can't claim from Gap Cover if the medical aid hasn't declined it with reasons.

So please assist.