Really disappointed, delayed and unprofessional

I have my policy with Sanlam for almost 15 years and never missed a payment or had any claims. Last year I was told that I needed a spine operation urgently, I first done conservative treatment before making that big decision of going for a lumbar spinal fushion and decompression, the operation was finally done on the 10th January 2025 as the pain was unbearable. My policy covers neck and back up to 25% per region. On the 10th March 2025 all the necessary documents over and above was sent to sanlam living benefits for functiona limpairment. I followed up continously to ask if any further documentation is required and the consultant said that all the information that they needed we have submitted including the minimum format report from my neurosurgeon ( now they requesting it again, every time I go to the neurosurgeon I have to pay R1400, as my medical aid is already exhausted. Only today I get a pain questionnaire, yet my physiothe****** gave a detailed report. In the email they sent me, they said that the maximum medical improvement has not been reached, yet it can take up to 6 months to 1 year to reach a maximum improvement. All reports were sent to Ssnlams medical department, they should know the time frame that is given by any medical professional would be 6 months to 1 year. I actually needed the money to continue my physiotherapy. I am really disappointed and they want reports that was already submitted and want me to pay out 9f pocket. I am so disappointed at sanlams business ethics. Especially being a long standing customer, it seems when it's time for them to pay they look for every excuse no to.