Nonsense regulations

Gems is full of ****, a claim for my CPAP machine was made, and I was told by them that they will pay R12000 but to my surprise they paid R8800, since they paid that I was then forced to look for a cheap machine which also costed more than 8800 there was a balance of R687.00 which I had to pay from my pocket. When I requested for a refund I am being told that the money I paid was a copayment because they have paid for the machine. To add on they claim that they have approved for my nurika 75 and nurika 150 but it's been 3 month now they never delivered I have been buying the treatment with my own money, which they will refuse to pay back since that is what they know what to do.