Gatvol vir **** service

My mom went to spincare and hade to pay herself . I was told she would be reimbursed. Last year i sent the documents. And nothing happened. Earlier this year someone contacted me appatently the supporting docs were not right. So i got other documents and emailed it on the 10feb. Today my mom phoned and they have not recieved it apparent. But i got a mail that said my enquiry will be dealt with and i should get a responds in 48 hours. Why do ypu guys not follow up? Why should i beg for my reimbur*****t? Since i pay my medical aid faithfully.