Not commiting to paying claim

I have belonged to this insurance for a long time and this is my second claim. I called them about a year ago to find out on which plan I was and they then informed me that I was on the highest option they have. I had to undergo tests while I was hospitalized in October 2015. One of the Drs was not paid in full from my medical aid and I filled out a claim to Admed Gap. Now they inform me that they are not going to pay this account as they take the outstanding amount as medication/material and they don't pay for this. I was never informed that this is the case and it is also an in hospital account and not a pharmacy account.<br> I have left messages for somebody to call me back to no avail, I have send e-mails and nobody is getting back to me. Is this the way that Guardrisk is handling their clients, this is ridiculous, if I was somebody that claims constantly I can accept the fact but this is my second claim in how don't know how many years that I have belonged to them. People out there think twice before you take out Admed Gap with Guardrisk they ***** you money and don't call you back when you request this. I am disgusted with them as this leaves me in the debt nearly R4000.00