Unpaid claims

Your query number is : 150223QJ8L5M

My mother was admitted to hospital for an emergency procedure , she is on the highest membership level with unlimited in-hospital cover. Now we receive and account for +-R3000.00 that we paid to the hospital , but the medical aid did not pay it , in what world is this acceptable ? This is not the members issue if Bonitas and doctors dont resolve their administrative issues, now we are out of pocket R3000.00. Now there is back and worth between us and the medical aid and the hospital one blaming the other why the claim was not paid . Please properly review the case and refund the member the amount paid to the hospital.