Unpaid claim & no service

I've had the misfortune of being on this medical aid. I called their 'customer service' and requested a list of specialist network doctors within my area and I was told to source the info myself, they don't have that list. To make sure I'd heard correctly I asked the same question and was told the same thing. Ive never heard of such, especially seeing as this is the norm with many other medical aids. I managed to find a doctor, made a cash payment but cannot even make a claim because the first claim I submitted for another doctor visit was never paid back. This was done twice. I've sent a follow up email but my request was met with silence. I might as well not have medical aid given that I'm paying for service that is non-existent! I pay monthly yet I still have to pay out of pocket and zero response for my claim. This is wrong and I won't be sticking around to see what stunts you pull next!