Worst Medical Aid broker

Worst experience ever with my medical aid. Have been struggling for almost a year now to get the correct monthly premium. Im a diabetic and need my insulin but whenever I speak with my broker he/she just either ignores me or respond they are waiting for a response from my medical aid which is a lie. It's the 24th of Jan already and I haven't received my medication to date as yet. I've asked my broker numerous times and even this month I had to pay extra and he said that the medical aid will refund me which never happened and he just ignores the situation.