FNB HEALTH CARE PLAN is just horrible

I have an FNB healthcare plan for my spouse , son and I …I was admitted in hospital for 7 days ****h to 18th July ), and submitted a claim on the 13th using the FNB app. I later called for further assistance because the claim status was on “awaiting documentation “, the agent on the call said there was no documentation needed as FNB had al**** with the hospital in question and can retrieve documentation directly from them . I called again today(8th August) for a follow up and was told that I need to submit a particular form (which has not been communicated to me), I have not received any form or of communication whatsoever , apart from that which has been initiated by myself. The service is truly appalling and makes you jump through hoops to get very vague information that isn’t even helpful. I am truly disappointed in this service and intend on cancelling the plan because they are able to send statements and communicate fee increases but can’t send mere communication about claim procedures