Not providing the required information

My mother was admitted at Netcare St Augustines Hospital over a weekend. During the week after her admission, medical aid had requested the admission times to OPD and also further clinical information. I communicated same to the hospital Confirmations clerk Timothy Nxele who advised me via e-mail that he has was handing over the case to the case manager to sort out and he would keep me informed. I received no further information from Timothy or any other staff from the hospital. I thereafter started receiving associated bills from other service providers and then realised clearly the hospital didn't follow thru on the request from the medical aid. Upon following up with Timothy he didn't reply to my e-mails, but after copying the hospital manager on an e-mail I then got a response that they will now have to pull the patient file from the archives and send thru the update to medical aid. I want to know why was this not done initially when I advised Timothy that the medical aid requested the information? Very unprofessional by St Augustines Hospital.