Medical Aid Claim nightmare

I had the worst experience requesting for a simple casualty report to fix their mess. I don't know if this company don't know how to lodge claims with the medical aid or what. After they sent me a bill after I had provided medical aid details I called the medical aid and found out I need to provide casualty report. I call ER Consulting and they transfer to Olivedale and I request that they check the email they provided to the medical aid for me to request the casualty report because apparently the medical aid can't just request it. They say the email address is a head office email and I have to follow up with them. I call the switchboard again asking to be transferred to the head office and I'm told I can't because they're working from home and I should just wait in perpetuity and keep checking my email. How's that for customer service??? This is the second time I'm having claims issues with this company. Sort out your mess.