Customer "what" Care

Due to the fact I was a high risk for cancer my Doctor suggested I have a 5 yearly check up. I was advised that due to me downgrading my plan from Classic to Coastal Core the medical aid only covered about 50 to 60% of the procedure which I thought was a bit unfair but booked the procedure and received an authorisation. When I left the surgery I was asked to pay before I left and did so and received a receipt as proof of payment. The next day I went online and submitted the claim and proof of payment and received a mail saying it will be paid out the medical aid rate in 2 to 3 days. As I am still awiting payment I went online and looked at the claim which looked like it had been processed with quite a few deductions that did not make sense. I resubmitted the document and proof and asked for an update on my query to date I have only received an automated reply that states someone will respond in 48 to 72 hours While I understand we are moving forward with technology we seem to be going backwards with customer service if you phone you go through 5 to 10 different menus and hope to hell u dont get cut off or through to the wrong person I wont be going through this again and the irony of it all is that over the last 5 years I must have paid in close to 300,000 and claimed a 1,000 I am very disillusioned perhaps we should spend less sponsoring English Premier League football teams and put the money in Customer service