Poor claims process

I have a gap cover with old mutual iwyze. On the 10/01/2022 i was admitted to alberlito hospital for back pains, the dr ordered some scans to be done. A ct scan which my medical aid said a co payment was to be made. I made that co payment. On the same day i obtained all the documents required to submit to old mutual gap for claim and sent everything on the 10/01/2022 i received automated response an agent will be in contact, nothing no agent called. I resubmitted on the 11.12 and 13th of 01/2022. With only automated responses. Very poor services when its time to claim but premium get paid on time every month.