misinformed about my medical plan

i accepted the medical plan. the way i explained how the plan works was not the case. i app**** 3 march 2015 and was on the scheme from 1 april 2015. could not claim as chemist said that i am not covered...contacted them via email.....no response only that my email is being processed.....20 days now...registered for chronic on the 16th still no joy. asked valenteen 6 times last week to contact me back as well as this morning still no call