Shocking service & lack of response

I submitted documents on Friday 23rd of August for my co-payment to be covered at Mediclinic where I am being admitted on Wednesday 28th of August. I have had absolutely no response from them since I submitted the documents and started calling them from the 23rd of August, to no avail. The more I told them that I have received no mails from them acknowledging receipt of my documents, the more they keep telling me to send the mails to the very same addresses that I had sent them to! I specifically took out additional insurance to cover the co-payment at Mediclinic's and now that I require it, I am getting no response from them. I sent at least 2 messages asking them to please call me urgently, also to no avail. This lack of response & service is absolutely disgraceful. I am already in a state about having to go into hospital tomorrow & now have the added stress of not knowing whether the co-payment will be covered. Shocking! I will be cancelling my membership from the end of this month & moving across to Discovery.