Appalling customer service

My mother was admitted in Life Healthcare Vincent Pallotti in January for Covid-19. This hospital put in a claim for the duration of her admission but Discovery Health rejected some of the claim due to her being administered medication unregistered with SAHPRA and unapproved by them. They were requested to submit clinical notes to justify the use of this medication. To date Miss Jennifer Moodley and Ester Van Der Walt haven't provided Discovery Health with the requested notes. They are not responding to me either regarding the status of this matter. Their accounts department is suddenly harassing my mother to settle the account without providing Discovery Health with the requested documents. What are they hiding why can't they submit the requested documents. Why did they administer this unapproved medication without her consent and advising her about the risks and long-term side effects and additional costs due to medical schemes not paying for it. Did they apply with SAHPRA to treat her with the medication in question.