Palesa and Angelic Pretorius at Bonita's

I have never in my 12 years of working in corporate, heard that a bank statement that has a bank stamp on it needs to be certified. My husband has logged the claim to get paid out for his medical aid in Nov 2024 as he has moved to a new company. They advised once everything was sent that the claim was processed and it due to be paid out by Feb 2025. when he called for a follow up, they again requested the same document we sent last year advising that the certification has expired, which clearly means they did not process it as they said in Nov. We proceeded to send the documents again to avoid delays. my Husband had to call them today as they haven't communicated since the last email 7 days ago with the updated documents and was advised that the bank statements received needed to be certified as well. Maybe I am not aware or simply just stupid because I have never heard of a company needing a bank statement with a seal to be certified. that being said the police refuses to certify advising that the document doesn't require certification as it has a bank stamp. Spoken to our lawyer who also advises the same. I HONESTLY DONT KNOW WHAT TO DO and requested for a person in the finance team to explain why this is needed however there is no direct person they can provide us when we call and knowing BONITAS they not going to reply to the mail we will have to call them to find out what is happening on the claim. We have now logged the issue with the ombudsman and even doubt Palesa or Angelic Pretorius at Bonita's will provide better service then what we have been receiving.