Disgusting service

Requested for cover as prescribed minimum benefits as I had to rush my child to the hospital which is not part of the network. Its been over a month since I requested this and only a portion was paid and bo feedback as to when the rest will be settled. In the mean time I'm receiving invoices from the hospital and I cant even respond as I dont even know what's happening. Its all good and well when I pay my medical aid monthly with no hospitalization needed but they find it impossible to respond to my emails!!!! And I've sent lots of those. Your service is disgusting and your agents/consultants are incapable of respobding to emails!!!!!