Bad Customer service (GAP Cover)

I am writing this complaint regarding my experience with Sanlam Gap cover. The service received is once again terrible. I hardly claim but when I do its a nightmare. The communication is only done via email my work email after I have requested that my personal email be used. The same document request is being sent when I keep responding that that is all the medical can provide. The medical aid statement has all the codes , what was paid and what was not why is it so difficult? My surgery was deemed an emergency and was approved by the medical aid but only certain amounts were paid.