Seriously - A Motivation letter in the midst of a Covid pandemic.

We have a Health benefit policy with Unlimited which promises R2 000 a day for every day you are in hospital. My husband was in hospital from 18 August - 28 August due to Covid related complications. I got the claim forms and they requested a horde of of documents and your doctor to complete a long form dating back to the last 5 years. Our doctor completed all the forms and noted ont he form that my husband was being admitted because of Covid related complications. Yet, they still insist on a MOTIVATION LETTER!! Irrespective of whether we are currently in a world wide pandemic due to COVID and, every day we are bombarded with all the statistics regarding Covid and the complications they still insist on a MOTIVATION LETTER and will not proceed with the claim unless my doctor provides one. Nobody can tell me why - it is rules.... Do they truly think at this time, anybody will just go to hospital for fun...Hospitals do not even accept admissions unless truly necessary because of the dangers of exposures. So, despite the trauma we have been through, and the promises they make about paying without issue if you are in hospital for more than 1 day, they forget about TCF. They make it as difficult as possible to claim. Makes you rethink the purpose of the policy and whether it is really worth it all.