Horrible service

I went to emergency room at Unitas Hospital on the 23 July I had to pay R948.00 and then claim it from the medical aid I received a reply email saying 1 day for processing and half day for payment to process it's the 26 July I called the contact centre and they said I have to wait for the payment run takes another week. So my question is if I do not have money and have an emergency I have to half die so I can go to the doctors on your network to get assistence. In 2016 I took my baby to the same hospital at emergency he was admitted into the same hospital all in hospital was covered but I had to pay the emergency room and claim back from the medical aid.. it doesn't make sense why do I have a medical aid when it doesnt cover emergency's. In 2017 I paid for my sons vaccine at a pharmacy and claimed it from you. I was told a month later by the call centre you paid the pharmacy as well and I need to claim from them. The call centre don't even try to tell you that they will speak to a manager or try to get the claim processed sooner I don't think you guys understand the words 'emergency' and 'client service' and it's bad cause your call centre guys has to listen to complaints that are not even there fault. When I asked for the process to cancel the medical aid they didn't even try to convince me or apologies all they kept saying is nonsense about the payment run. So I am going to let my husband join another medical aid so that I can cancel you guys. I'm sure even if I was dead you guys wouldn't cover