Hospital Cash Back Plan?

I submitted my Hospital Claim on 17 August 2015. On 27 August I received an amount of R300 for my 1st night in hospital. I was in hospital from 27 December 2014 until 27 February 2015. After numerous calls to the Call Centre, which got me nowhere, I phoned the Customer Service line on 22 September and spoke to Nathaniel. Within an hour Claudia phoned me back. I have a valid claim but 'they're experiencing an IT glitch and my payment cannot go through'. On the 28th of September I phoned her again and she informed me that she will come back to me within an hour. I have had no reply from her and her number 'cuts off' after some time. I would like this matter to be finalised asap.