3 years with Day1 and still seen no doctors

Have been with Day 1 for 3 years. Initially we lived in an area where they had no doctors we could visit. We are now living in Cape Town. After numerous unsuccessful attempts to contact the customer line we finally got a list of doctors who contract out to them. I tried contacting the doctor in our area but was told by his offices that he doesn't contract to Day 1. I have been trying since Monday 18 May to contact Day 1 but once again it is impossible to get through to their call center. I also emailed one of their consultants on 18 May and to date have had no response. What do we need to do to get some service from Day1 or are our 3 years of premiums not worth anything?