Annoyed at the service

I have recently joined keyhealth i have been with diacovery for 10 years and never had a problem,i am unwell and need medical care i am getting a run around and bills not being paid from my service provider they have people working in the call center that dont know what they saying or doing they speak only of the 3 month general waiting period were my benefits are frozen my treatments are on hold because i am afraid this incompetant medical aid will not pay my bills,my drs rooms called to enquire about my benefits and was treated with no cordeality,what kind of a medical scheme are you guys that a person in pain does not have peace of mind