Really bad service regarding claims.

My wife was sent for a COVID19 test and it was a positive result. I have been told by Medihelp on countless occassions, if the result is positive, they will pay for it out of the core benefits. I submitted all of the paperwork required (doctor's certificate, pathology report showing positive result, pathology account, proof of payment) and I continually get an email response from Medihelp indicating that my paperwork does not meet the requirements to process the claim. Each time I contact medihelp to resolve this, I am told that they are not sure why the system provides that response, or I am told that they can't find the claim on their system (even though it clearly shows it when I login to my profile on the Medihelp website).