Not refunding a medical aid savings account

I am managing a deceased estate where the deceased had a savings account on death of over R55,000. This amount is due to the estate and we have an email from Medshield confirming the amount. Medshield have tried to make it as difficult as possible to claim this amount - in doing over 300 estates I have never been asked for an unabridged death certificate. Still we sourced one. We were promised payment in January 2024, but then they requested all the documents again. Six weeks later we have still not been paid out and Medshield are ignoring all emails.