How do I know the claim was processed properly?

I sent through a claim for R43 910.00 after back surgery 0n 21/1/15. Received notice that they would pay a total of R14 054.00, leaving me with a huge balance. I called and was told that the main doctor's claim had not been processed because someone had not put it through, and that I should resend. I was told by Fazlin Patel-Peters in writing that the claim was being processed and not to worry. on 9/2/15 I received a mail saying that all services had been rejected! I called again in a panic, only to be told that I should not have received that and the amount was going to be paid in full and I should wait for the notification the next day. The mail the next day said that they would pay R20 000 of the claim which leaves me with R10 000 to find with no clear indication of why they are not paying in full. I am obviously distressed about the money, but also the way it was handled and the undue stress they caused with all the confusion. I now question whether the account was actually processed correctly as nobody I know has not been paid out in full. My HR department is now trying to get answers but no response so far.