Netcare hopeless

Not sure how long you have. I have been trying to sort out a hospital bill for my late mom since last year. She was in Olivedale Clinic which is my least favorite hospital to start with, but her medical aid stipulated it must be a netcare hospital. I got a call from a very nice gentleman Alfred from the accounts department at the head office saying there is an amount of +-R38000 that medical aid require a motivation letter from the Doctor. The Doctor treating my 88 year old mother was already the worst to get hold of to get feed back on my mom now I must try get a letter. I requested a letter from his receptionist and nothing I went to the hospital and spoke to a lady in management who went upstairs to the Dr rooms with me to request the letter and still nothing. I eventually got to see the Dr about my mom and requested the letter again and still nothing. In June 8 months later and 4 months after my mom had passed Alfred was still trying to get this letter, I then phone again as well as emailed my request as well as Alfred emailing several times with no luck. I then wrote a review on Hello Peter and the next day received the long awaited letter. Now medical aid have said this is to late the hospital had 30days from them requesting the motivation letter to submit it. Well here we are med aid won't pay. I am damed if I or my siblings will be help liable for this. And would actually like to know what the hell is going on after all the Doctor might not work for Netcare but he certainly represents Netcare and he should be responsible for this.