Flexi care (Prime cure) Auto and general cover.

I have a Prime cure Flexi care cover that is supported/ administered by auto and general. I went to the doctor on their networks and he told me he doesn't accept that flexi care option and I then paid cash. I then called the call centre I was advised to send an email with proof of payment and banking details, I did that and no 1 send correspondence or anything. a week later I called another consultant told that my ticket is in progress and then a month later I am told that I have sent through the incorrect documents and I need to complete a form with was never communicated in the 1st instant.