Haven't received my Hospital account in order to claim from gap cover

My son was discharged from Hillcrest Private Hospital, there is a shortfall which i need to claim from my Gap cover. I was told the Hospital account takes 14 working days to send out. Today has been the 17th day and I've still not received it. Jemima said she would escalate to billing today ,I asked for urgent feedback today and haven't received any. Absolutely pathetic. Is Hillcrest Hospital going to pay my shortfall on my specialist account in the mean time? Pathetic