Incorrectly used used our day to day benefits for in-hospital

I am distraught and drained with Sizwe Medical Aid. We are receiving hospital bills for in-hospital visits. They paid claims incorrectly exceeding our day to day benefits, which was not enough to cover the In-hospital bill anyway. Now we need to explain this to the hospital on a weekly. This is so frustrating, my husband pays a lot of money for This specific option. I want to go to the Ombudsman, how do I do that. We have been given reference nr af reference nr. You can't speak to anyone they just tell you the matter is escalated. We need help.