Poor service from consultant

I just called in to confirm if my new born baby born have been added to our medical aid. The lady says he have been added but his only added from October and says it's a system error. I then advised her my son was seen by a peadritrician in hospital and we need to go for a follow up visit and she says I must go to a GP to get confirmation. I said my son was just born and he was already attended to by a peadritrician in hospital and now I must get a referral letter from a GP it don't make any sense...she put me on hold and then the call cuts. I am moving all 4 of my family to another medical aid very poor service and especially when we just had a baby we need to go through problems like this...the consultant did not even bother to call me back.