Pathetic hospital plan with false promises

I have a hospital cash plan. I was admitted in a Netcare hospital 3 times before no problem with my claim, all was done automatically as per advert when you take up the policy. Now last week I was admitted in same hospital but now it becomes my problem to get all the documents to submit a claim. Everything is done now how the hell do I get the documents. I previously closed my account because of a funeral policy that I had to take to the ombudsman to get paid out. Is this again happing. I'm very furious still recovering and still have to deal with this.