Medihelp NO Urgency to assist members

We have been trying to get myself added as a third party to get information on my daughters medical aid since I need to query why an MRI was not paid despite their benefits clearly stating it is covered. Now the radiologist tells us it was declined because it is not a PMB (now how do you test if they don't pay until you are diagnosed????) very unhappy with the lack of urgency of this medical aid, you pay every month but no urgency to help you resolve issues - been trying to get access to help my daughter out but every time I have to phone back and today I got told I needed to add ID's to the document, why was I not told in the first place, they just kept on brushing me off telling me to phone back - what a waste of time