Appalling services from Agility / Spectramed

I have been trying to resolve an issue with my medical aid, costs, which has gone off our savings as oppose to hospitalisation, this I have requested since the 5th October 2018. To my dismay this morning an administrator from Agility Channel has the nerve to tell me that I must in future deal directly with Spectramed Administrators as she is only doing me a favour, So why in the first place call us???? In the meantime we are out of pocket having to incur cash payments for medication, let alone postponing tests that requires co-payments whilst we trying to resolve this issue. Can we urgently have someone call us and please not Miss D.P. from your Cape Town branch, considering she is doing us a favor???? Spectramed has done this prior year as well, this is appalling. Ref: ********** 1157