My claim not yet refunded

I on Motohealth medical aid and I am struggling to get my refund from Carecross since last year 17th December 2021, all documents from the doctor , my proof of payment ( eft) I made to the Dr , my bank letter , ID and their claim form filled and submitted on the 17th ,they keep on empty promising that someone with come back to me with my refund but yet no action , I sick and tired with this ups and downs they giving me. I want my refund