Horrible claims processing

My wife and i are seeing a gynecologist that doesn't take medical aids. So each time we see him, we have to pay the costs upfront and then claim it back from the medical aid (Hosmed) i always promptly recieve all the relevant documentation from the gynecologist's accounts department the day after our visit and always emidiatly submit the claim to Hosmed so that they can payout the funds before we have our next appoinment since these appointments are quite expensive and we don't have a endless amount of cash. We had our last visit on the 26 Jan and Submitted my claim the 27th and then get a automated reply saying they recieved the claim and will be in contact soon, after about a week and a half i log into my profile on the hosmed web site and there is still no claim uploaded. i phone them and to find out what the holdup is and then only they inform me they are having trouble with the claims mailbox and gives me a different mail address to mail it to, Today is the 16th and out appointment is monday before payday and they tell my to wait another 11 to 14 days since they only captured my claim the 11th Feb. this is unacceptable