Nedbank hospital cash insurance is a ****

My mum has a hospital cash back with Nedbank. RND***K. We are extremely disappointed with this product and process. She was paying for this policy from 2015. I communicated with this company and they asked me to submit proof of hospital stay. After running around and getting the documents and submitting, they come back to me by saying they can’t assist because the email I’m submitting from is not on the clients records. I don’t see how this matters because the admission documents have all my mums details. It’s just a matter of paying out into her bank account. This product seems like it is a ****. They are ****ming old people into paying for something and time to payout they don’t want to. Please don’t **** people!!