Rejected claims/no feedback provided

I wrote a review about my query, some one called me and promised to investigate and provide me with feed back. I am still waiting for the feedback. This medical aid is not helping us with anything, except taking money from us. I still don't understand why can't they just pay the doctors if the funds are available. I don't miss any payment every month, but when they have to pay claims is a lengthy process and motivational letters. If the funds were not available, it would have been something else, if the funds are there then why not pay.