no transparency

I was admitted in hostpital had to pay for a CAT scan and was told i would recieve it from my insurer however that was not the case , momentum informed me that they cannot refund me. After that I put in a claim for the hopsital cashback and was told I'd recieve feedback within two weeks but I am still waiting . One can send emails to them but they never respond , the service is really poor and there is no transparency at all.