Worst Medical Aid Service

My mother needs to go for a bone density scan as well an injection into her spine. Claim was denied at first as she was too young! Got a motivation letter from her doctor as per the medical aids request. Been waiting for someone to attend to the claim for 3 weeks now. Every time i call, i have to stay on the line for more then half an hour just for them to tell me the claim was submitted to the wrong department. Claim gets resubmitted and we need to wait 48 hours. This has been going on for the past 3 weeks and still claim is not being processed. My mother is in constant pain and can barely walk. We have made numerous phone calls, and sent many emails and we are still waiting. Your service is appalling and pathetic.