Stop Dodging Claims & wasting my time

So after already being disappointed with the lack of Maternity benefits from Momentum. We find ourselves having to jump through hoops to get the benefits which are listed in the product sheet. My wife, 34 weeks pregnant at the time picked up a stomach bug with severe cramps (similar to contractions). We called the maternity ward who advised the symptoms could be preterm labour or bring on preterm labour and at her stage would recommend that she comes in to be treated & monitored (admitted). We then at 12am the evening drove to hospital where she was checked, our DR consulted and agreed that she should be admitted and monitored overnight. Momentum now does not want to pay full admission of R 1988 and levies a copayment of R 1640 meaning they only pay R 348 and says if I want it the claim to be reconsidered, I need to get a letter from the hospital with all the vitals etc (I'm not even sure what the lady on the phone all said they want, so will probably get it wrong). My question is, if you need it, why don't you request this from the hospital? Why give your clients the run around and have them play broken telephone? I could just claim this from gap, however its the principle of the matter. STOP DODGING CLAIMS. One would think that an associated hospital will have less complications, but I guess not. I should rather move to a health care provider with less complications