FNB need medical procedures in hospital not only hospital account

Submitted my claim for the hospital stay from 15-20 Aug 2025 on 27 Aug 2025 and sent the hospital account confirming the stay. I got a reply to submit more documents which is weird as FNB states that there is no need to submit any NETCARE hospital claims yet they will INSIST that you send them the information. I sent an email on 30 Aug 2025 with the blood results and chronic list stating that they hypoclycemia is not a chronic condition. They confirmed on 4 Sep 2025 they never received the email and only receive emails if you ID is in the subject. I resent and called on 8 Sep 2025. FNB said I must call back on 12 Sep 2025 as they busy assessing the claim. Question is why FNB need the medical results as this is a daily hospital plan that pay for each day you are in hospital and its not linked to what procedures was done. Waiting on *** to get back to me as well but they are very quiet