Unresponsive medical aid

My son was admitted and discharged in February 2022 and the medical aid did not pay the doctor for the service date 17th February 2022 initially when I called them 2 weeks ago they said benefits were exceeded and I wrote an email to them telling them that the condition was pmb and they said they will respond within 72 hours todate no response and I called again to find out why they have not paid I was put on hold for 30 minutes and the call was cut off and I called again only to be told that the agent has escalated the matter to pmb why was it not escalated 2 weeks ago My son is Ntsako Mabaso who has bipolar mood disorder