Reference Letter for operation never received

I am about to undergo an operation, the medical aid said I must get a reference letter from my GP before they will cover all my expenses...The specialist receptionist phone the Doctors practice to sort it for me, they couldn't find my file. I went there Monday morning 14 March 2016 after 8h00 to ask for the reference letter myself, which they said they will ask another Doctor, because my Doctor is on leave, and phone me when ready...17h30 that evening I phoned Medicross to ask them why they didn't get back to me. The only answer Charlotte gave me, was that Dr Sutton's, receptionist didn't get back to them with the reference letter. My question...??? Is it because I don't pay in full for a consultation or don't they really give a damn. It's not the first time I'm unhappy with the receptionists of Medicross Rustenburg services...but I honestly had enough of the, I don't care attitude...I'm sorry to leave very good Doctors behind, but as long as the service suck...they will never see me and my family again!!! It's unacceptable...it's people's life's they work!!! I am being admitted to hospital tomorrow, without my reference letter...