Help me to help your patients

I am a healthcare provider. I try to charge my patients medical aid rates. I have been trying to speak to the provider administration department at Discovery Health - I would like them to help me to understand how they would like me to bill patients on their different plans. I cannot contact them via the call centre, or by going to their offices. They have not assisted me via email. I am so very frustrated. They expect me to know the ins and outs of every option on their medical aid, to jump through the hoops and charge according to their instructions if I want to be paid. I am desperate to have a real human being help me.