medical aid failed me

I went to consult and for something I have done years ago and they paid then but now I was surprised that they didn't pay after I received a letter of demand from the doctor. I called and the first consultant explained what I should do so that the medical aid should pay the claim, called second consultant and they now gave me a different story. my matter was escalated to the customer service and they called the same day, the matter was left hanging and I was promised that they will refer to management and revert back to me, two weeks later I am still waiting for management to decide on the matter. it so surprising that I pay medical aid yet I still have to pay doctors on the side, when ever I call the consultants always tell me different story which is confusing on who should I listen to, this to me means that the staff is not competent and I can not relay on them. now I am stuck with bill I should pay while paying medical aid. I said I will cancel I was requested not to but there is no solution to my problems. this is really annoying to think I take my time and airtime to call and wait for long on the line waiting for nothing.