Claim not submitted to Medical Aid

My daughter had an emergency on the said date and needed to get to hospital. She called ER24, and they came and took her through to the hospital. Seemingly , ER24 DID NOT submit the claim to my medical aid, BESTMED. ER24 is service provider to BESTEMED. Last year some time, I contacted ER24 after they sent me the overdue account, which was the first time I was alerted to the fact that they infact did not submit the account to BESTMED. They then told me that it will be sorted out and apologised for the oversight on their side. Yesterday, 13 Feb 2019, I received notification that the account has been handed over for collections, meaning that they once again they didn’t submit the claim. I called them, today, 14 Feb 2019, and I was told that the lady dealing with BESTMED accounts is not available.