Worst medical aid ever

I joined the medical aid this year, in July I went to the ER and was sent to see a neurosurgeon. Neurosurgeon sent me for a MRI scan which the medical aid declined and told me that they will be doing a non disclosure investigation, which was fine as I read and understood their policies. The first person I spoke to told me a week. The second told me that it might take longer. After numerous calls, emails and chats on the app I have not had any feedback. No one even picked up the phone to tell me how far the investigation was I had to contact them the whole time. On the 8th of October I sent another email complaining about the bad service. Only then did they sent an email to the doctors asking them to please complete documents. So what did they investigate from July till October if they only sent an email to the doctors in October. Anyways after they sent an email I received a call from them telling me to call the doctors in order to speed up the process. So I pay my installments every month and still have to do their work for them. I have today asked for the email address of the CEO and was told they don't have it. I am so over this place, they are pathetic.