No call back, savings depleted

I have a medical aid with medscheme - nedgroup and the service is pathetic , i got a statement stating savings was on 1800r for end of october, on monday my 4 year old was sick with flu and upon getting meds for him at the chemist they told me the funds were exhausted , IT IS DISGUSTING HOW YOU GUYs PROCESS CLAIMS LATE ESP WHEN IT HAD TO BE DONE YEARS AGO, I AM SO DISAPPOINTED FOR A MEDICAL AID SCHEME TO BE TREATED LIKE DIRT, AS A MOTHER I DO NOT TRUST THIS MEDICAL AID YOU WILL BE SENT HOME WITH NO medication AND MISINFORMed ,, customer service didnt even know how to read the statements , i was transferred to complaints and no call back, sad sad sad!