Day shift staff attitude within Emergency Unit

I wasn't feeling well yesterday morning around 5am. I then drove myself to the Melodmed Mitchellplain for treatment. when I was asked for my medical aid details. told them i have medical insurance which they refused to take and said i need to pay cash we i then did via my debit card. the doctors and nurses were very friendly and treated me immediately. After about 2 hours i felt better and was send home. i got a invoice for my payment which i submitted to my medical insurance. they then said i need to send through the casualty and trauma note for them to process the refund. i requested this from the staff which i was told there is a cost involved just after spending nearly R4000 at the facility. but the ladies in the trauma had such an attitude with me telling me "well sir that the procedure and it medical records you need to pay for." I then told her but i was here 24 hours ago not a year ago so it shouldn't be such a issue just to get a copy of it which she then continued saying "that's the procedure and you can email the admin manager for this info." All i wanted was just a copy of the folder to get my refund as they had already gotten paid for the treatment i received.