Hospital Cashback

Hi Peter, my mother has a hospital cashback plan with Clientelle which she covered her spouse, the spouse was admitted at the hospital in 2018, mom submitted the claim along eith the docs, clientele said they can't help her coz they can't extract the pdf doc as it was encrypted, though she provided them with the passcode, my mom is bove 70years old, so tgey would trick her cos she doesn't understand technology. I decrypted the doc and sent it to them, they said they wont pay bcos the docs are not sufficient, though the docs are from the medical aid statement. Clientelle has not been keeping intouch or informing my mother if they can't extract the doc, no communication nothing. She has been calling, but they wont pay