Not happy client

I have claim once in many year maybe 10 plus years being with Strutum gap cover even then claiming for my medical shortfall is a night mare they keep asking for the outstanding documents that have been emailed to them and I send in the medical aid statement showing them what the medical aid has short fall amount not paid then they say there is outstanding documents if that is what is on the medical aid statement what else is there it just seem like they are delaying the claim or trying to make excuses not to pay the claim