Fed Health do not pay claims

In July I complained about Fed Health not paying medical claims outstanding for 2 years. They make any excuse not to pay claims. Their client, my mother, 82 years old, fed health member for 30+ years with almost zero claims. On 3 September she had to ask the doctor to fill in some forms for admission into a facility for dementia patients. The doctor charged R450 to fill in the forms. Fed Health refuse to pay the doctor for this service ? I have sent 3 emails and waited 2 weeks for them to contact me and explain why this is not covered by the medical aid while there is significant "medical savings". Such poor levels of service ! They leave their lower level inexperienced staff to deal with irate customers and never does a senior person explain to a customer why their service is so shocking. Both the doctor and pharmacy say that fed health is one of the worst companies to settle claims. My multiple experiences of refusal to settle claims is proof.