My childs health not a priority to my medical aid

We have been trying to claim my daughters chronic medication from the scheme. She is type 1 diabetic- this worked fine for ages but now they keep declining my claims and depend on these sensors for her wellbeing. When calling in i keep getting promised a call back but to date a week later, nothing has happened. I have enough worry about keeping my childs health in check but now i have a medical aid company that doesnt play ball????