POOR ADMINISTRATION AND LACK OF COMMUNICATION

My mom undergoes INR tests on a monthly basis which are paid by us initially and then the claim is submitted to Medihelp for a refund. As my mom is over 60 Pathcare offers her a 25% senior citizen discount which requires that no medical aid details be placed on the invoice. In order for me to claim the said invoice from the medical aid, I have manually added this to the invoice for over a year already and Medihelp have refunded us based on the manually input medical aid number. Now, for the latest account, they want the invoice re-issued reflecting the medical aid number electronically inserted. From my understanding, it is common practise for medical aids to accept invoices where things like the persons medical aid number has not been inserted. According to the consultant I spoke to today, the rules have recently been amended to state that they will no longer accept invoices where details have been manually inserted. I requested that the consultant email me the rules of which I am still waiting for the official regulation. Furthermore, there has been no communication from Medihelp informing me that my claim was rejected, 3,5 weeks after I submitted the claim. Disappointing