No point in sending them your accounts!

I am very disappointed with the service received. I have in the last year sent 3 pathology accounts to Essential Med that just never got paid, to the point where I had to pay it as the pathologists wanted to hand me over. The last case was in December, I sent them a Pathcare account for payment, no one came back to me. Early January, Patchcare sent me a mail requesting payment, again I sent it to Essential Med. I then also phoned to find out what the delay is and was told that it is because my surname changed and the surname on my account is not the same as on my policy. I then got all the documentation to change my surname, completed it and sent it off with my pathology account. Again I got an email from Pathcare yesterday asking for payment, I then emailed them again and was told the medical aid on the account is Discovery so they wont pay it, I have to take it up with Pathcare. Pathcare wont change it as it will change the invoice date so what am I left to do. After 3 months I finally just paid the account myself as I did with the previous 2 accounts. Don't know what the point of even having Essential Med is anymore.....