Refuted claim

Bankmed kicked out a claim of mine on the basis that i did not nominate a primary and secondary gp.in the 3 yrs that i was a member not once did they email me and inform me this needed to be done neither did they give me a running account of my "out of network' balance. I did receive the numerous agm updates and balance reg emails. How come you kick out a claim when you fail as a service provider to due your due diligence?