Hollard Life - not getting any benefit from premiums paid

I took out a policy in 1999. I was told that this is a policy that will cover the GAP when my Medical Aid doesn't cover everything. The premium amount is very small but I've been paying this policy since then and never needed to claim. Now I have a situation where my Medical Aid didn't cover all of my hospitilisation costs. I then remembered I have this policy and tried to claim. I was sent from pillar to post telephonically and nobody could assist me. I eventually emailed Hollard on 28 November and someone has yet to come back to me. Why is it that it's so easy to take your money but when it comes to claiming then it's a big problem. If nothing else, since I didn't get any benefit from this policy, I'd like all my premiums to be be paid back to me so I can cover my outstanding hospital bill as I received no benefit from this policy that is still religiously going off from my bank account.