Unpaid claims

My dad was in a step down facility in March 2017 we had an authorisation number which covered him from the 14 Feb to the 14 March 2017. Fedhealth started to pay for his physio bills from savings so when I picked this up I complained and eventually they reversed it and paid from risk but now 9 months later I hear that the physio is still battling to get payment from fedhealth for costs amounting to R4633.95 when I phoned fedhealth they say they need to escalate it even though they can see that some payments were made and others not and the claim is now stale???? But at the end of the day they blame the provider for not sending in the bills even though it was sent in?