Disappointing and frustrating dealing with medical aid

I went for a surgery in January 2022. The medical aid did not pay the full amount, when I spoke to them,medical aid advised me to get a motivational letter from the surgeon which I supp**** the medical aid 2weeks ago with a reference ***. I called a week later,spoke to Malusi reference number ***,he told me they haven't done any assessment. I called them today and still nothing. I'm getting repeated calls from the hospital asking for the payment.