Miscommunication and non payment of claims

Good day, I need to lay a complaint. We moved over from another medical aid to Medihelp. From the start I stated I have a chronic thyroid condition. The forms were sent to me to register my condition. All the forms were completed and submitted and all the reports were also sent. I received a letter that it has been approved. So last month I went for my 6 months check up and renewal of medication, to my surprise Medihelp did not pay for my Dr. visit or blood test? I then had to find out that I need to register the condition with a different department? How was this not communicated? With my previous medical aid, I completed 1 form and everything was covered. This is unacceptable. I want this sorted out and backdated so this can be paid. This was a replacement and I was not advised properly, now it's causing me loses. My next step is the ombudsman.