What are we paying for???

I never really encountered too many problems with Discovery Health in the past but lately!.... their service has gone down the tubes and their disregard of their clients is SHOCKING!!... My story - I had to pay cash for one of the procedures that was done at my child's Orthodontist and was told that I could claim it back from the medical aid. When I received the invoice, I submitted it as per procedure and patiently waited for them to re-imburse my money. A few days later, I received the usual email of "the most recent processed claims" and saw that the claim that I had submitted was not paid and it was coded "227 - We have instructed the dental lab technician to submit the accounts via the dentist. Please contact your Dentist." Now, my question is.... If I had Paid Cash for this claim, WHY???, in heaven's name, has the medical aid instructed the dental lab tech to submit the account via the dentist??????? The account has ALREADY BEEN PAID and I am just claiming it back from the medical aid. When asking that question via the claims email, I simply got NO response. So it makes me wonder, do they actually know what they are doing or are they just hoping that this will go away? I don't understand what the problem is though because the money can be paid out of my Savings and not out of the scheme. I don't abuse my medical aid savings (over 50k) so there is more than enough money in there.