Non-Payment of an account.

I am a member of GEMS medical scheme. i have contacted them with regard to the amount of coverage in the event of my wife giving birth. They have assured me the amount and that there will be 100% coverage from their side. My baby was born and my bill was only partially paid not even half of the amount was paid. When I phone in I have to be on hold until my airtime runs out. My emails are not properly responded to and don't know what to do next.