Are we the consumer or connedsumer?

So now we are part of the Smart plan. After 3 years on this plan, we still don't know how this plan works and how the benefits work. We must go to certain GPs that are a part of the plan. When we come to specialists and what is covered, it seems as if the medical aid and the GPs do not know who is supposed to do what. In the end, we as the customer must waste our time and money to get the service benefit they claim. Let's forget about the almost R6000/mth we must pay.