Chronic medication no reply

The service we getting from bonitas it's like they doing you a favor, we are paying thousands of rands for our medical aid but now we must beg for what we paying for and this is matter of life and death. I logged a complaint on the 9th of this month, apart from the standard reply i got nothing has been done. Must a person have serious complications in order to get assistance from you. We require assistance as fast as you would call a person when they have missed their payment. I would hate to move because of this, because up to now i really had no problems with this medical aid. I'm really angry at this point since the beginning of this month i have been begging for something I'm entitled to. No man this is not fair