18months to submit a claim (now rejected)!

Date of service: 28 March 2024 Claim submitted: 23 Sept 2025

Claim rejected by medical aid as it was submitted EIGHTEEN months later! Confirmed with medical aid - no previous claim received Also confirmed that claim would have been paid IF submitted within FOUR months

Question: why was claim submitted 18months later and will you be writing it off due to own negligence?