For your eyes only, bad communication

So I took my daughter's frame to for your eyes only, this was 6 days ago. They said back then they can not repair it, she needs a new one. I said fine as my medical aid has a separate savings account that covers stuff like this. Today they told me my medical aid rejected this claim, I phone the medical aid and they say they never got a claim from them. Now I ask them to E-Mail me the Invoice they submitted to the medical aid, now suddenly the power is off and she can only mail me the invoice once the generator kicks in and she is able to log into her system. It feels like they are giving the run around to force me to pay this frame cash and claim it back from the medical aid myself. I will definitely not recommend this company to anyone, bad service and poor communication.