No communication and they don't pay any benefits according to plans

It's been since May my daughter burned on glass stove whilst I was at work, my domestic called frantically, I took my 3 yr old to emergency and Bonitas to date is still not paying advising it's out savings....my plan advises emergency is covered??? I've probably sent more than 10 emails asking for clarity on this to be ignored, I've now lodged a complaint with the medical schemes board, I was in hospital 3 weeks ago and still same issues, the lack of communication is scarey, they simply do not reply, I do not trust telephonic chats as when my daughter burned I called, I've requested the recording around 6 times to which I'm being ignored, this is what I pay for??? And clearly nothing is covered under the plan , when it states this and I've never used any emergency benefit? It's shocking the lack of customer service.....my last complaint on here, I'm also still awaiting resolution, a qualified person or manager won't even make contact, there is no line of proper communication be very careful if you want to join this organization