Claim refund

I had an appointment with a GIT specialist and had three payment options available to me. One of the options provided to me was to pay cash and get a refund from my medical aid, which I opted for. They were running a special and it worked out cheaper for me, hence I chose that option. I submitted my claim on the 4th of March and they have been sending me auto-generated emails telling me that they are working on it since. I have since called them twice but nothing has come of it - the last time I made a call I was told that they were escalating the matter and I would receive an email. I'm still waiting for that email to date. Their claims department doesn't have a calling line, they also don't have an email specifically dedicated to the claims department.

It has been such a horrific journey and it makes me sad that I even had to resort to this! No ETA has been given, all they keep telling me is that "This will be sorted out" WHEN??????????