No Processing Notification

On the 16th of April I took my daughter to the ER. I need to claim this visit from my gap cover. I have received the email notification that my gap cover accepts for the ER dr. For some or other reason you kept on declining the Hospital account saying the icd 10 was wrong/missing. I now need this processing notification so I can claim both my amounts back and now your agent tells me I must wait for my statement only due on the 15th of July!! That is a day short of 3 months that it took you. Over R3000 out of my pocket for 3 months because you take forever to process something and now tells me I need to wait even longer. This agent demands that I would have received the processing notification and tells me to check my emails. Don't you think I have done that? Why else would I be phoning. I need my processing notification asap.