Poor service from clientele

Bad service from clientele, I have hospital plan with them, when I make a claim they always want me to the hospital claim form even if it's pre existing condition, all the information about my health they it, to get a doctor to fill that can cost me R600, since I submitted the documents last Friday no one have called me, I don't know how much of airtime I've spent, I am not happy with their service it's bad, worse I am very ill and they don't care about