Claim is stuck with no recourse given

The so-called "claim assessors" can't think for themselves. They can't look pass a 3-digit reason code missing on a statement that is just a tariff shortfall. I forwarded a letter from Profmed confirming the amounts was paid at scheme rates, but they can't accept that?! Honestly, they are either lazy, just don't care, or are looking for any excuse not to pay out the claim. They haven't suggested any other possible solution to the missing reason code, and ignored some of my e-mails. Surely I can't be the only Profmed member with Sanlam gap cover struggling with this bureaucratic nonsense?