Unfair service towards 11 year long customers

If I could rate you 0 stars I would do so. We have had a policy with Stratum for almost 11 years. In the 11 years, we claimed from you 3 times, YES, only 3 times over all these years and these claims did not even amount to R5000 in total. Our son went in for an operation in 2023 @ Life Robinson Hospital. There was a bill from them that we only received in January 2024, which we were not aware of. We only learned about the bill when an ITC company contacted us for collection on this account. When we called Robinson they said sorry, they were using the incorrect email address to reach us (WHO's FAULT IS THIS?????) When we sent this to Stratum they point blank refused to pay this as it was more than 6 months after the operation. We explained to you that we only received the bill from the hospital in January 2024 and attached the original email we received from the hospital that is date stamped. You referred this back to the claims department who will look into it and came back declining the payment again. PLEASE explain to me how this is fair????? We have been paying the monthly installment EVERY SINGLE month for the last 11 years and this is the service we receive from Stratum. This is nothing less than disgusting service from a provider.