Momentum Health refusing to pay hospital admission costs

Momentum, you guys are absolutely hopeless at paying claims. Firstly, I had to deal with my dad who is having a stroke and secondly my mum passing away and all I am trying to do is claim back the admission fees for their hospitalization. After my 6 or 7th attempt, I'm told that you do not cover this. When i asked the consultant to show where in your policy it states that you do not cover it, she said that it's not on the policy. This is devious from you Momentum. The benefits state that you will cover hospitalization up to 100% of medical aid rates and now this is thrown my way. I will make sure to tell everyone how bad your service is. People who use medical aid are already going through a traumatic time and the least you could do assist and not put more pressure on them. I will be taking this to the ombudsman because to me this is totally ********* and a waste of my time. Trying to claim since July and still not winning.