Clientele hospital Plan claim not paid in full - this plan is a rip-off

My husband has a hospital plan with Clientele since February 2015 (meaning there is no waiting period that should apply), so it happened that he was admitted on the 28 December 2017 - 15 January 2018- total of 18 days! I claimed on the 8th of January 2018 on his behalf, and sent the documents and claim form once he was discharged. the plan states that a person should get a lump sum for 3-10 days hospitalization and R2000 per day after 10 days. Clientele paid my husband only R5900 for the total of 18 days that he was hospitalized, he is soo confused since there was no phone call made after the payout to clarify and breakdown on how it came to only R5900, what is the R5900 for? is it for the 3-10 days "lump sum" or "R2k per day". We need clarity on this because it is an absolute rip-off, and would not recommend anyone to join this joke of a plan. We were given a consultant that was going to handle our claim (Xolisile), but had never got a chance to speak to her because every time you call they would not put you through but will insist that the person that you first speak to will be the one to assist. What is the point of allocating consultants if I don't ever get a chance to speak to them.