Vitality Baby Benefit.

I have been waiting for a claim to be paid to me of R6500 since 10 June 2020. Every time i call to get info i get a different story, only to be told last week that the claim wont be paid from the medical scheme as the vitality baby option was not yet activated, but who ever advised me in the first place to activate the vitality baby benefit in order to get the claim paid????? This amount must be paid from the scheme and not my self payment gap. cant get to speak to anyone senior to reverse this. HELP. Very dissatisfied