WHY DO I PAY FOR MEDICAL AID

Sadly it has come to this in order for me to hopefully get a response.<br> I had an operation on the 23.02.2016 and needed to pay the doctor upfront which I did , I then submitted my claim to fedhealth for a refund and it seems this is where the wheels have fallen off. They only refunded me about R3000.00 of an almost R17000.00 operation .... WHAT ??? why do I have medical aid if I basically need to pay for the whole thing myself ... upon investigation it turns out they couldn't complete the claim as they were waiting for documents from the doctor , after numerous back and forth follow up calls to see if they have eventually received the doctors documents which surely shouldn't be my responsibility but never the less I followed up with the doctor too and faxed through and scanned the required documents. Everything was sent finally on the 31.03.2016 and was told it would take 7-10 days and here I am still waiting ... when you phone to follow up they say they are working on your claim and I need to wait ... how long exactly ???? because it is passed the 7-10 day waiting period with still no feedback as to when I will get my money back.