Absolutely Shocking Behavior and No client service

I have had back pain for nearly 6 months, after paying to go too the neurosurgeon myself and him requesting to perform a procedure on my back to eradicate the pain, bonitas has now rejected the surgery saying I have to go see a physio before they will authorise it. I live 200kms away from the closest physio. I have emailed them about this and explained this to them and no one phones me back. I waited on hold for 8 mins and the call was cut. The emails I send, I just get a generic reply with a no reply email address. I don't know what more to do the case worker from bonitas name is Dorah Meboe. Please this is my last resort in trying to get someone to actually phone me. They said in an email they tried to phone me, this is a blatant lie, I took screenshots of my call logs and emailed them to show them I recieved no calls frm t