ZESTLIFE - Does not pay GAP cover as they say they do

I have now submitted 6 claims to Zestlife, where my medical aid did not pay the accounts in full.

I have checked my policy wording and these accounts are covered.

I keep on being asked to provide proof of payment for payments made (short-fall) on medical services rendered.

Now surely I have gap cover in order for Zestlife to cover those payments, without me having to pay for them.

This is what was also explained to me before joining Zestlife, I specifically asked about it.

I have now been handed over as some of these accounts have not been settled and I am at wits end.

My next mail will be to the ombudsman, I however thought I will give you a last chance to sort this out.