Health Squared worst Medical aid to deal with

Health Squared are the worst Medical aid to deal with. My mom is a pensioner and is still waiting for a refund since April 2019 and now from November 2019. Their automated system state's they received email but never reply about refunds. My mom was informed they need proof of pension, which clearly shows she receives monthly on her bank statements. They won't accept this so mom is forced to go to Sassa and stand in queues to get a letter. Now she is paying R1500 more per month because she never sent proof from SASSA, which is clearly shown that she receives in the bank statements? Worst medical aid with lack of customer care and lack of professiomalism and communication. No regard for pensioners...