Avoiding paying international claims

I won't include the history, Discovery Health has all this information and it's private medical history, but my mother got released from hospital in Australia on 22 December 2017, on the 17 January 2018 I submitted documents received from my sister in Australia, as I've been receiving, I have been sending especially after being harassed by hospitals in Australia for payment. From the start, this has been the most painful experience of my life, having to deal with so much red tape while thinking my mother may not ever come home due to illness, every time I call Discovery, it sounds like nobody knows what to do with an international benefit. All I can say is I am so glad my brother was on another medical aid when he broke his leg in Namibia. Long story short, I want this claim paid, insurance is there to protect customers from accidents, nobody planned for my mother to go into hospital, we never thought when we said goodbye to her on that plane on 3 December that she might never come back, there are bills thanks to the amazing staff at Flinders Medical Centre in Australia who brought my mother back to health and back to us in 2 weeks time, it's my medical insurance who needs to cover that as per the contract between us, please stop acting like a fly by night company with the unnecessary red tape to do what you are meant to.