Unhelpful Accounts "Back Office"

I usually pay cash and claim back from my medical aid. NO WHERE was it shown that cash accounts are for patients without medical aid ONLY. So now I'm back and forth with the accounts department to please add my medical aid details to my statement, so I can claim the amount back. I get told from "back office" that cash accounts are for patients without medical aid only and they cannot amend the statement... ABSOLUTE *******! Will definitely not be going back there for my tests in future, will happily go back to Neuberg Global as they happily assist with account amendments. Also, how do you get an ID number that has 14 digits??? Oh yes, you can amend that on my statement but not add medical aid information, where it says "Unk".