Appalling service, finance!

I am on the Emerald value option where you can see your nominated GP as many times, i have never been to GP this year, but I've just been told that I am out of funds. I app**** for ex-gratia for a procedure, and after a year of fighting they approved it, but guess what they paid the hospital with my day-to-day benefits and not with the ex-gratia money that they had approved. I'm so exhausted, im sick right now and I need to see a doctor but I can't. I called in and their agent said she sent it to another department but I know this will take another year to come right. I'm so tired of fighting with this company along with my condition, I just feel they do not care about their clients. When its time for survey and all that nonsense they are so nice but they're just crocodile in sheep skin.