Momentum lack of duty of care

Momentum Health has failed to provide me with a Health Saver statement fro December for two months now. They had a system glitch and no statement was generated. Normally that would be fine, unfortunately, my gap cover wants the statement as this date range shows the rejection of emergency dental work required. My gap cover pays for emergency dental work, but not without this statement.

I have made numerous calls to request this statement and just get told it has been escalated. The best Momentum Health could do was give me a letter which the gap cover says they will not accept, they want the statement.

After calling today, explaining the situation again, I got told the same story, it has been escalated. But the consultant went further to try get themselves off of having to provide this statement and said...will your gap cover even pay for this.

Dear Momentum, the Gap Cover process and claim is none of your consultants business, but yes, they do cover dental injuries caused through accidents if you need to know and if this will help you provide me with the statement.

I asked to speak to somebody higher up seen as we had reached a point where the consultant could not help me further, was told to hold, this hold was for a good few minutes and then the call cut.

Momentum, my R6000 claim may not be a lot to you, but I could do with getting this back, please can I just get the statement requested, your consultants have confirmed a glitch in the system and logged this with IT over a month ago...what more do you need from me to provider this simple service?