Fedhealth doesnt pay claims

I've had this medical aid since November last year and this is the second review i've had to write. I'm trying to claim for a consultation and i've submitted the claim 3 times over the last 3 weeks and have heard absolutely nothing back. I called and they said 7 to 10 working days but they have no record of the claim and i haven't received any feedback whatsoever. If you're with Fedhealth dont believe them when they say "pay the fee and submit your claim to the medical aid" because Fedhealth wont even acknowledge your claim let alone pay it