Giving the run around on a claim

I submitted a claim to Kaelo, on the claim form they ask you to submit the account from your doctor, and the claims remittance from you medical aid, these are the only two forms they ask for when you are claiming for a shortfall from an anesthetist, they state on their application form that and I quote" NB- if your claim only relates to a shortfall from a surgeon/anesthetist, we don't need the hospital account, my claim is for a shortfall from the anesthetist, so as per the above, I dont need the hospital account. I have submitted exactly what they have asked for, then they send me a mail saying that they now need a Claims Transaction History Report and the Hospital Account, but in the application form they said they dont need this is if is a claim related to an anesthetist, and then they still have a nerve to tell me that if we do not receive the required information within the stipulated 14 days, your claim request will be closed until we receive the required information where after the claim will be re-opened. Why the hell do you say that I dont need the hospital account on the form if this is an anesthetist claim and then after 3 days of me waiting for an answer then you ask for it, if you had asked for it to begin with then I would have sent everything off, now you are delaying the whole claim time, by asking me for accounts which you initially said that you dont need, and in the meantime the doctor is waiting to get paid putting pressure on me to pay them, when you take my money every month for this cover then you dont delay stuff, if you are going to be providing this kind of service then I will rather take my damn business elsewhere