Old Mutual Medical GAP Cover

Good Day

On the 15th of August I was in hospital and paid a co-payment of R2500. I received the receipt and submitted it as a claim for my medical GAP cover. Since then I was asked for document upon document including a hospital statement, medical aid statement, medical aid certificate etc, all of which I submitted. It has been a painful process so far and now I am being asked for another statement from the Medical Aid which does not exist. It almost seems like the claim assessor is looking desperately for a way reject this claim as she has now mentioned that she is waiting on something from the medical aid, yet both the medical aid and the medical scheme has confirmed that the account has been finalized. I did not take out Old Mutual GAP cover to add to my stress, but it seems like this insurance cover is an absolute grudge purchase that looks for ways to repudiate claims. I am not sure who else to contact with regard to this, please let me know if this is the way that you business operates and if so, I can take out real medical GAP Cover.