Poor service

In June 2017 they didn't pay the full amount of the doctor's charges who treated my asthmatic granddaughter. When I enquired in August they promised to get back to me within 14days but up until now no response. I don't know if they use a different calender. Again in June 2017 I was admitted in hospital, so some blood tests needed to be done. They again didn't pay in full citing the code was wrong but they also did not know what code was to be used. What kind of service is that????