Very poor service providers doesn't do what they offer

I am a Policy holder of Dis-Chem Health - My Health Plus and Accident Cover. I have tried contacting them via email and customer care in regards to claims, authorisations according to the cover benefits. I was referred by one of the network doctors for X-ray and blood tests that forms part of this policy benefit and was turned away as none of the institution's except or recognise this cover as service providers. What am I paying for then if I cannot make use of this cover including not able to reach them.