Platinum health Unpaid for 8 months

This medical aid can not pay an account that was submitted on the 11/11/2022 for 8 months we have followed up on this account emailed proof of submission gave all our ref numbers and today I phone and still this account is not on Platinum health system and they do not have a turn around time of how long this will take as per Verginia the agent that assisted me today and argued with me that we are at fold as this is a stale claim that was not submitted in time no matter how much i tried to explain to her that it is not that we have send proof of submission and i can give her all my ref numbers she still tells me we did not submit this in time and a ref number is just my record that this was queried so now My Anesthetist is not getting paid and the patient will not be able to submit any short fall of this account to his GAP cover if he has one, and i wonder if the medical aid is going to man up and explain to him why he is going to have to pay a short fall for an account that is 8 months old all ready, And as per Martha Van Wyk the second agent I spoke to today and to whom i emailed the claim with proof of submission directly on the 09/06/2023 we have to wait as she can not tell me how long this will still take