Nedical aid claim

I am a member of GEMS medical aid, My wife had C-section delivery at hospital on 25 May 2017. I had payed R15000 cash at the doctor on the day. Now when i claim the money, i have been taken fron pillar to post from May 2017 to Janaury 2018. GEMS is now litiraly refusing to pay my money without clear reasons. All the time i call them they tell me new stories. Todate i don't know what to do anymore. The GEMS medical aid made it dificult for its cliants to escalate an incidents. Eventhough i never got paid my money, am still pay my monthly premiums. I put all my hope to hello peter to intervene. Your help is highly appreciated. Mr Caiphus Moloto- ********** .