Bankmed not helping at all

On the 2nd of February I went to the Dr and she said she send authorised forms to the medical aid Bankmed and when I called the doctor's office I was told that there was no feedback from the medical aid, I called them more than 4 times and always speaking to a different person who promised to call me back and till now nothing has been done. After talking to Donna who also promised that this will be escalated still nothing. I was told that the doctor didn't mark it as urgent and will not be treated as urgent. So I am in pain and being told that there is nothing they can do for me as they will not escalate this matter