REFUSE TO PAY CLAIMS AS PROMISED

My grandmother Mrs J.M Ward ID number *** went for an operation 26 October 2015 for which everything was authorized and the medical aid informed of all the details and authorization obtained for them to pay the entire claim. Afterwards they refused to pay having an excuse every time we phone them the last excuse was that they had a technical error and could not pay the claim because of this. It has been almost six months and the claim has still not been paid and they still have not done anything about this issue after we phoned again today. They are not doing anything at all!!! The hospital wants to prosecute my grandmother now, she has not made a claim in over twenty years from the medical aid for an operation, this is the first and they are not paying the claim. The claim is for R 36 637.13.