Dischem Kaelo offers the worst service

I need help. I have on numerous occasions submitted the documentation required for a co-payment claim to Dischem, Kaelo. I have been sent many different emails telling me of outstanding documents. I also called twice and sent the documents again. Now I had to pay the co-payment out of my pocket. Kindly note that I have never claimed before and have been paying for more than a year on this Gap cover. I do not know why this is such a hassle. Why is my money good enough every month, but now I am struggling to get assistance for the reason I am paying for a Gap cover? It seems they are trying to dodge to assist me, as the previous time I tried to claim, I was not assisted and paid the money without putting up a fight with Kaelo.