Keycare start regional plan not responding to my claim

When chose Discovery medical aid, I thought they’re the best and responsive. According to my plan that I’m on, I have to consult a virtual doctor first. My son got sick and I tried to access the virtual doctor Monday night. Tuesday I called and up to now I haven’t been helped. Same Tuesday because of the state of the child I had to fork out money to go to a local doctor. Today I’m really sick and my blood pressure is high. Virtual doctor is still not available to assist me. I don’t know what to do. I’m my premiums every month without a fail. I can’t continue forking out money that I actually dont have to go to other doctors and hospitals. I’d never recommend this medical aid to anyone. There’s no urgency at all