Struggling to get a Refund of R1500

I’ve been struggling for the past three weeks just to get a refund of R1500 a copayment made alfor a colonoscopy. I submitted the Hospital authorisation letter, proof of payment from Vincent Pallotti hospital and my credit card payment slip. I sent the password as well. A few days later a second request was made for the password. They requested the Hospital Bill and medical aid statement. I submitted both documents last week upon receipt. Today I’m told the statement doesn’t reflect the hospital bill. It’s like I’m trying to con this company for a lousy R1500. Common sense tells me that the consultant can simply email the medical aid directly as I’m unsure what more proof must I submit to convince Total Risk administrators that my claim is legit and I’m not trying to con them.