IWYZE has let me down

IWyze Gap cover has let me down. 1. They only paid half the claim. When I queried, they said that they only pay 100% of medical aid rates when you are on a medical aid that uses network hospitals. I was outraged because what is the point of gap cover then if they only pay 100%? My medical aid pays 100% too. And they always paid out in the past so what is the deal? When they sent me the details of the policy I pointed out to them that this only counts when you use a non-designated service provider (which I didn’t). They told me to email complaints@iwyze (which I did) and now almost a month later I’m still waiting for a reply or a payment. My bills need to be paid but I’m still waiting.