NOT WELL INFORMED UNTIL WE HAD A VISIT AT THE HOSPITAL, NO COMMUNICATION!!!!!!!

Good day, We have Gap Cover with StratumBenefits and this was told to cover what our medical wont cover when we need it. Twice from September last year my husband had been Mt Educombe hospital in Durban and he had to pay a fee of R 350.00 on both occasions. Aparently his medical aid wont cover him but if he has Gap cover he has to pay in cash and then claim it back from the medical aid. we put in the claim twice now and APPARENTLY WE WILL NOT BE REFUNDED BECAUSE IT WAS NOT "CASUALTY" WHAT THE HELL DOES THAT MEAN.. WHY SHOULD WE PAY FOR SOMETHING IF IT DOES NOT COVER YOU IN TIME OF NEED. SERVICE IS PATHETIC WHEN WE REQUEST FOR DOCUMENTS AS WELL, WE DO NOT RECEIVE IT!!!! now i have to waste time with procedure with the Ombud because you guys never inform us correctly and this was done through a broker who signed us up with discovery health as well and with the medical aid we find out so many different things that were not notified to us and at time of going to hospital we are left with a predicament