Communication Failure

I had to go for a covid test in July after being referred by my GP. I got an account from the lab for the test not being paid by the medical aid. i have however been in contact with the medical aid Aug, Sept Oct and again in Nov and still no feed back.

Yet when you skip a payment or the debit order doesn't go off your medical aid is terminated with immediate effect. I fail to understand how companies offer a service that they cannot deliver. I was told i had to do pre-screening and before i went for the test etc. yet the medical aid nor the GP advised me on that.

I need this matter resolved by the end of today.