Refusal to cover PMB services and poor problem solving

We had to change medical aids due to change in employment. We have been part of a medical aid, uninterrupted, for more than 15 years, and this was the first time we have been placed on a waiting period (without reasonalbe explanation). However, Bonitas assured us PMB services would still be covered during the 3-month waitng period. At the end of the waiting period my husband was in anaccident and needed emergency surgery. The admitting hospital obtained auth before surgery. However to date (4 months later), the claim has still not been settled and the hospital is on our necks for payment. We have sent through all the relevant information and PMB motivation letters they have asked for, and still nothing has happened. After numerous phone calls and email, and even after Bonitas has agreed that the surgery was a PMB service, they still give us the run-around from one department to another, and no-one being able to give any answers or even try to assist and solve the problem. There is no communication between the differnt department and no-one knows what they are doing. I have asked to be informed of who the case manager is that is handling my case, and was refused this information - again without a reasonable explanation.