Incompetence in managing accounts and informaiton

This query has been ongoing since June 2015 where the medical aid continually requests outstanding information in order to approve claims submitted from the hospital. The medical aid has also on numerous occassions sent Khutso emails confirming that the member is not liable for the account. Khutso ignored this and still reported the matter to the ITC. I have spoken to her telephonically as well as email where i passed on the informaiton received from the medical aid effectively doing her job for her. Our last interaction was that she is just doing her job and does not even have contact details for ITC. She also confirms that there is a dispute in progress and that her notes reflect this. If she did her job properly in January 2015, this issue would not have been dragged out for 15 months. Flora Clinic / Life Healthcare's service is pathetic! It is not the patient's responsibility to go back and forth with the hospital and medical aid, providing informaiton that states the patient / medical aid member is not liable, yet they are the first not to do their jobs properly.