Beyond Poor Service - Medshield not paying hospital claim despite authorising it

If I could give less than 1 star, I would. My family member has been a longstanding member of Medshield. He became paralysed due to stroke in October 2022. Since then, he has multiple stints in and out of hospital. To call this whole process traumatic, would be an understatement. That being said, not a single premium for Medshield has been missed. Yet, here we, are, now being pursued by Debt collectors because one of his hospital bills has remained unpaid since January 2023- even though his admission was authorised by Medshield. Despite several phone calls and follow ups, including providing proof that the hospital submitted their claim timeously, Medshield continues to disappoint. One of the agents claimed that the claim was only repudiated because the hospital submitted it. So now, instead of just seeing to the care of our paralysed family member, we have to deal with chasing Medshield and constantly talking to Debt Collectors.