Failure to pay Hospital Cash Back Plan Claims

My mum has a hospital plan with Clientele. She was admitted to hospital on 20/07/2014 and was discharged on 24/07/2014. I provided Clientele with the completed claim forms on 5 February 2015 as I was waiting for the report from the cardiologist. I had to make several phone calls to enquire the status of the claim and was eventually told that the claim had been resolved and would not be paid out because my mum had not stayed 3 nights and the benefit would only pay for 3 nights and more. I subsequently sent them the discharge summary on 22 April 2015 together with the claim forms and asked them to resubmit the claim. I have to date not heard from them.