NO Payout on claims

My husband was hospitalize in Mosselbay at Bayview hospital, in December 2015. We had to pay the hospital out of our own pockets, knowing that we had a hospital plan and we would get our money back as we were using our holiday money. When we got home, he dad another setback and were hospitalize again at Thabazimbi Mediclinic. again we played out of our own pockets, after he was released I put in a claim form for both of the hospitals, and haven't received any payback as they so well promised on there adverts on tv. In 5 years we were paying our policy with no problem, now that we are claiming for the first time. we get no response. I have e mailed all the document I have twice already and still they phone to say they haven't received all the documents, I had to ask the specialist in Mosselbay to fill in the claim forms. As well as the Dr in Thabazimbi. and that cost me another payment. Last weak my husband received a sms telling him that they were busy assessing the claim. And now today they phone and said all the paperwork isn't complete. So I emailed the claim forms again, with all the documents attached. I am fed-up with there lack of duty