I am very disappointed at the inflexibility they displayed when it came to paying a claim for extra doctors' tariffs in hospital

I am very disappointed at the inflexibility they displayed when it came to paying a claim for extra doctors' tariffs in hospital. It was an ex gratia payment due to an admin error on my medical aids front. I sent them 3 different letters from my medical aid which I spent 5 hours in total on the phone helping them write and they still rejected the claim. I feel cheated.