Claims not paid in time or missed

In January this year I took medical cover for myself and my father. I was told my father need to go to his GP to fill out forms for his chronic meds that i already sent to them from previous medical aid. A few months later I get a call from my fathers GP saying there’s an outstanding fee and that was when my dad went if to complete the forms I called them and they said they should have paid it but now I need to pay my monthly premium before they can pay the doctor. This was two months later. I went to my the****** and they also didn’t pay and now I have to make those payments from my own pocket but I had medical cover. Make it make sense