MedGap is a pain to deal with

I'm honestly not sure how one is supposed to claim using Guardrisk's MedGap since they mostly ignore you.

I submitted a MedGap claim on 13 September 2021. This was for a pre-approved hospital admission where the medical aid require a co-payment. This was not covered automatically as was expected, and we ended up having to pay cash at the hospital.

On 22 September 2021 I asked for feedback. I was requested to submit proof of bank account, which I did. Nothing happened.

I have since again asked for feedback and received no reply. It is now 5 October 2021, which means next week it will be a week since I submitted the claim.

I pay you guys a premium every month for a service, so why is your customer service so bad and unfriendly and your claims process so cumbersome and non-transparent? This is the first time I've had to deal with your company since joining in 2019. But if this is the service level, then what is the point?