Hospital cash back plan query

I am pregnant and have a hospital cash back plan of R20 000 with them, which I am suppose to get after giving birth. I have inquired to them asking about all the documents they will need and they provided them and they asked me the name of the hospital that I will be giving birth in and I said it's Genesis Maternity Clinic. To my surprise they told me I will not get money if I give birth there and I asked why they said it falls under clinics but on line it shows that the hospital is registered under hospitals and cover all the birth procedures unlike Al-nisa maternity home and if you deliver at Al-nisa they pay of which I don't understand how coz it's not a hospital and they only assist if you're giving birth naturally but if not they transfer you. While Genesis deals with natural and scissor birth. And they are not giving me a clear answer. You can't even talk to the manager only consultants and they lie and say they will get back to you and no body does. When they are taking my money they are quick but when they need to deliver they come up with excuses. I want my money after giving birth as per arrangement