Refund claim as a member who paid cash while waiting for authorisation

My mom is a medical aid member, I am assisting her with claiming back funds from medical aid as a refund.

Everything was submitted / emails and amounts were acknowledged by Bonitas but no feedback is being provided as to when she will be refunded.

Medical aid did authorise eventually but at the time it was an urgent matter so everything was paid for cash by the member.

We keep getting told to resend attachments day in and out , but previously our emails and documents were acknowledged together with amounts and authorisation.

Seeming as they do not want to refund what we have paid for cash at the time of urgency.

Can we please get feedback on our claim / refund ?

Hospital stay was authorised The surgeon is one of the providers Blood tests and other tests

All proof submitted

Why should we wait forever for a cash refund knowing the status is authorised and everything has been submitted ?