Medshield doesn't want to refund the money i used at the Dr

I am not happy with your service. I used my money to take my son for 6 weeks check up as requested by the Dr who was looking after him at hospital after birth, i sent documents for refund and received email saying i must provide referal letter, you paid the same Dr while i was in hospital i don't understand why should i get referal letter and where should i get the letter. Please refund my money