Terrible Communication and Service

I am a representative of the financial services industry, and with that comes a sense of responsibility towards client's. Part of the responsibility is to act with due care, s**** and diligence - providing a service-outright where its needed. My client's pay me a fee for rendering a service to them, this fee is obviously negotiable and creates a platform for a discussion between myself and my client. This very same due diligence I try my utmost best to apply to my own life. Now we all know there's this unspoken myth about the medical services industry, how people pay up to R120 000 per year for medical aid, where they only have 5 to R10 000 in actual savings (funds to use). Me for example, I pay R48 000 per P/A and only ever use R7000 of this which makes you think where did the rest of the money go that your company "paid over to the medical aid", I understand the concept that its a risk product and that there is no return on interest, you pay for the 'what if something happens' but my question is, what if nothing does happen? it has never occurred to me until today that nothing is done or can be done to recoup those funds. My bone to pick with Bergman Ross& Partners is that of the same nature, the moment you walk through their doors, everyone at the counter to the individuals who conduct the test (whom might I add are not professionals, you are just told to stand in a certain way, no actual doctor consults you - he/she just types out a nice message and sends it to the lady in front and she prints it to a disk and on a page and puts you nicely on your way) smiles at you. On this particular day a student asked me if we cant **** 2 birds with 1 stone as she was waiting on someone for a neck and chest scan, I thought to myself, I was once a student let me help her out and I have some time, prior to this I contacted my medical aid just to ask if this scan will be covered with them as I know my savings was depleted for the year (due diligence), they informed that yes, it will be covered, I go in have my scans done by the student and a couple of weeks later a bill of 900 and odd bucks addressed to me, I ask the employee of Bergman Ross& Partners if it is possible that I consult my medical aid just to find out what the problem is, I request a call recording and I'm told this is not possible, however, they will listen to it and get back to me, its been days, nothing. I keep on thinking to myself, what if no one at my medical aid acts with integrity and just comes back to me and says I am liable for this payment? in the meantime I email this lady at Bergman informing her of the situation, I mean professional courtesy is in order. She responds/reacts by telling me "Your radiology account is scheduled for Handover to Attorneys for collection. Kindly settle immediately to avoid Handover." If empathy exists please show me where it is, that email feels like an automated response from a machine. Don't get me wrong, its not about the money, its about the principal of this matter. there is absolutely no accountability taking place here. Over and above my R48 000 I pay per year I am now expected to pay more. 2 things derive from this for me is that #1 I will never make use of Bergman Ross& Partners again and anyone who asks me about them will hear this story and this poor lack of service #2 is basically a repeat of #1 - just more rude