claiming back from medical aid

My wife is pregnant and want to go see a specialist for sonar. We where asked to go and get a referring letter from our GP that we did. Did everything we should of done and played by their \rules"we had to pay cash for the sonar and was said that we could claim back from the medical aid. After we received the invoice I sent it in to claim back. Then it all started. I was promised that I will receive the Moines the following week. Then the week after and so on. Then I was informed that the broker sent it in to claims and not the refund department. This is costing me more money calling back and forth for this to be sorted out. I have all the emails stating I will receive my money. But every time there is something that the brokers did incorrectly. As they said it is internal stuff. Like I said I was promised weeks ago I will receive this. This is unacceptable and want this sorted out as soon as possible. I have corresponds from the medical aid promising but failing to pay me back what is rightfully mine. Played according to you rules now I have to suffer and phone you for this to be sorted out"""