Fnb health cash plan disaster

My mother has claimed for health cash plan its been over 18 days now and FNB hasnt paid and medical aid did not cover some of the procedures thar my mom did and I have to cover all those from my pocket and that health cash plan was going to help to cover such things. Fnb keeps on looking for lot of documentation including Covid tears and all sort of *******. So the payment is delaying and I strongly feel like FNB is doing all these things deliberately so that we can get tired and frustrated and stop claiming. This is really bad. The FNB health cash plan is a disaster.