BAD SERVICE FROM SANLAM GAPCOVER / CENTRIQ INSURANCE

Very disappointed with the unprofessional and bad service received from Sanlam GAPCOVER / Centriq Insurance. Went for a knee replacement operation on 5 June 2025. My Medical Aid (Keyhealth) did not cover the total cost of the prosthesis and the Anesthetist. I submitted two separate claims, together with all supporting documents that I have received from the Doctor and Hospital, as well as proof of payment of these expenses by myself and documents from my medical aid indicating that they have not paid for those in respect of Anesthetist and the prosthesis and submitted them on 25 July 2025 and 4 August 2025 respectively. Except for acknowledging my two claims and informing they keep sending me the same message namely " Medical Aid Statement reflecting the provider being claimed for". Uncertain as to what exactly this message means as I have provided them with all the relevant documentation and REQUESTING TO PLEASE TELL ME WHAT EXACTLY ARE THEY LOOKING FOR SO THAT I CAN ASK MY MEDICAL AID FUND TO PROVIDE IT, no response has been forthcoming. I also requested them on several occasions to call me on my cell to discuss the matter which they also failed to do. THEY ARE VERY QUICKLY TO TAKE YOUR MONTHLY PREMIUM BUT WHEN IT IS TIME TO DEAL WITH A CLIENT'S CLAIM, THEY ARE SLOW TO REACT - If I could, I would have given them a score of - 10!