Ex Gratia payment

We have app**** for ex gratia funds with my medical aid in April for a cochlear upgrade for my 7 year old son. It is a necessity as he is deaf. They have approved a total amount of R104 000 in June month. Ever since Im struggling with them to release the payment towards the service provider, which is Southern ENT. They have all kinds of excuses. And in the mean time my child is getting the short end and they don't seemed to be bothered by that.