Bill not submitted to medical aid

They never submitted a claim to my medical aid and sent me an sms to make payments I called them and advised them to submit the claim and give them the medical aid details. However the claim has not been submitted on time and my medical aid is refusing to pay as the claim is late they are now taking legal actions against me for a fault that they did no one has even called me to apologies or asked me for possible payment plan I feel since they made an error they could at least meet me half way not treat me like I don't want to make a payment