Not paying out claims

I went for a procedure that I had to pay cash and then claim back from the medical aid. I submitted my claim on the 2nd May, Still my claim has not been paid. I have been a member of Bonitas since 2009. No use phoning because every week they say it will be paid this week. I have submitted all documentation as requested. When it comes to paying back claims it seems that they just don't. I am seriously considering moving my medical aid. They don't reply to e-mails either, and if they do it is 3 days later.