Iwyze Gap Cover Lack Service

We have subscibed to Iwyze Medical Gap cover for a number of years to compensate for shortfalls in medical aid cover and this is our first claim on them. Our recent experience, claim number ***, with them has been poor for the following reasons: 1. They do not respond to emails, automated replies which promise a response in 2 days are ignored. 2. They ignore requests for reconciliations. 3. Although the policy clearly states the cover we have they short paid for a surgical procedure which is covered in the policy document. Repeated requests for an explanation are ignored. It does appear as if their mail is not attended to, even though we receive personal mails from their employee who promises to resolve this without a proper conclusion and then expensive phone calls have to be made that still do not solve the problem. The most recent issue is a short payment of a clear claim for a surgeons's bill which is covered up to 500% in their policy.