ICU Claim, follow up

My son was born on the 20th of September and ended up in ICU in MediClinic, we covered the costs upfront, and attempted to claim back. But after more than a month now and struggling with the new member registration process. Which required first to have a birth certificate. We have seen no progress on the expensive ICU claim, this after the monthly deductions for the new membership has taken place. Other claims have been fulfilled, but this has been to doctors and practitioners. Whereas us doing the payment upfront has yielded no success since.