Next level incompetence in processing claim

So here is what happened over the last 3 weeks in trying to get a claim processed.

Me: submits claim 9 December noting that I had to collect my medication slightly early because I was traveling to a remote area in South Africa hours away from a suitable pharmacy

Momentum: no response for days

Me: “Kindly following up regarding claim”

Momentum: Please provide travel itinerary and flight tickets for consideration of processing early refill.

Me: I was traveling to a remote area in South Africa and have no tickets, etc. Secondly and more importantly, as I have pointed out with a similar complaint months ago you have a legal obligation to pay a timely claim regardless of when the medication was obtained. There are 12 months in a year which means you have to pay 12 times per year its not that complicated. If you disagree kindly provide a the contract I signed indicating that you do not have to pay for early refills even if the claim is timely.

Momentum: Please note we require the departure and return dates for review by the fund department

Me: Starting to laugh at the incompetence but provide dates nonetheless guessing the return date because I do not know when I will return. For the record I stay at our remotely located holiday home when I want for how long I want - not sure what this has to do with Momentum and my claim.

Momentum: No response for days

Me: Following up on claim. Either provide contract stipulating your policy on early refills or pay out the claim.

Momentum: Sends a random document indicating my registered chronic conditions not even remotely addressing the “early refill” aspect.

Me: no response

Momentum: Randomly approves the claim days later and pays the supplier (yes you read that right, the supplier not me who lodged the claim)

Me: You have paid the supplier not me please advise.

Momentum: no response for days

Me: Following up regarding incorrect payment to supplier instead of me. (at this point also starting to google for alternative medical aid plans at other providers)

Momentum: Please note we require proof of purchase of said claim.

Me: Sends exact same documents I sent weeks ago when I initially lodged the claim.

Me: no response for days

Today: filing complaint.

There do not exist words to describe the utter incompetence. Pay out my claim or the next stop will be the Ombudsman. I will also be getting legal advice on this including trying to get compensated for my time invested in this nonsense.