Disgruntle Client

I recently went for an eye test at Spec-Savers Southgate. I was required to make a co-payment as my medical aid did not cover the full claim amount. I paid half and requested that the banking details be emailed to me; however, I did not receive them and had to follow up telephonically. I then made the remaining payment, and a claim was submitted via the online platform.

Spec-Savers has since informed me that they are still awaiting verification from the medical aid. My concern is whether the person handling the claim is not responsible for contacting the medical aid directly. Is this not part of their standard process, or does the responsibility remain with the member to follow up on outstanding claim verifications?