POOR SERVICE!!!

My sister belongs to OMSMAF scheme that is administered by Medscheme. she nearly went thougha pre-matured birth due to stress and being sent from pillar to post by the scheme, no one is willing to help with her Dr claims, benefit explanation, care plans and visits to her gynea, we sent numerous mails no one is willing to give feedback ,instead Crusanda from escalations department keeps ignoring contact making it look like a fly by night medical scheme, what are we paying for exactly if we are ignored and not attended to????