Stratum using small-print to refuse to pay a claim

I have been a Stratum customer for many years now and have generally had very good service and my top-up medical policy has been pretty good; however, following a rough year last year, where we used up a lot of benefits, my wife was hospitalised and required a CT scan. It seems my medical aid - even for in-hospital - only covered up to a certain value for CT scans and this had run out. I thought, well that is no problem - I have Stratum and it is for this reason. So I submitted the claim, expecting to be covered. For a R506 per month premium, this should be covered? NO There is fine print in the policy that says " We don't cover coded lines on healthcare/service providers' accounts if your medical aid doesn't partly pay it from a hospital benefit." This means that if my Medical Aid had paid just R10.00 out of my hospital benefit, they would have covered this, but they used this to refute the claim. So I sent in a complaint and got no response. It seems they don't care and are not interested in a customer with a multi-year history with them, paying over R6,000 a year in premiums. For that, I might as well pay Discovery for their Ultra plan and be fully covered for everything. So, to the management at Stratum, my claim number is CLM-***-R7H5. Are you willing to discuss this with me, or do clients not matter?