Told to go to a government hospitalnfor a claim despite paying for medical aid

I have an outstanding medical claim of which the amount was not paid in full. When I queried the reason for this, the reason was that my surgery could have been done at a government hospital R K Khan hospital which was 3kms away from my place of residence and I could have walked in without a waiting period.

This was an unacceptable reason as I am on the emerald plan (NOT emerald value) and I am paying for medical aid. I do not need to pay such a high premium should I have wanted to go to a government hospital. Furthermore, this was not true as working in R K Khan hospital, I am aware that there are waiting periods and the surgery intended for me is not an option in a government institution.

After applying for a concession, I had not received feedback for the past 3 months and I have sent many emailed communication with no response.

I am very disappointed as I was told that my claim was not processed in full as I needed to go to a government hospital despite paying for medical aid and paying a higher premium rate