Shocing customer service from Discovery and FNB travel insurance (TIC santam)

My husband had a medical emergency on 30 July 2025. I had travel insurance with discovery and FNB. I followed the process by reporting it to both companies immediately.

As of today there is still outstanding accounts which are not paid, all accounts were send to them by me more than once but there is no willingness to resolve any of the unpaid bills. I keep on following up with them and the only communication I receive is vague answers not committing to paying bills . Nobody takes accountability. I had 10 mil insurance between Discovery and FNB travel insurance which are both administered by Santam, who has no idea about customer service the only objective they have is not to make any payments. Someone by the name of Sr Janne phoned me, which I experience as a very hostile and abusive phone call, I asked for the recording but still have not received the recording. Till this day I am not sure what accounts has been paid. My time is valuable and as a paying client of Fnb and Discovery for more than 30 years, I do expect them to deliver on what I have been believed to be paying for. Or is this just an advertising ****?