Very poor service from Medscheme/Hosmed

Medscheme took over Hosmed Medical scheme's administration from 1st January 2018. Ever since there is chaos on the admin side. I waited more than 2 months for a refund of which they claim the turn around time should only be 7-14 working days. For one claim I now have 5 reference numbers and every time a different excuse for why it's not paid yet. I have been the main member on Hosmed from 2003 and raised 3 children on the same Medical aid. My youngest son is now an adult member on my aid who is paying an adult contribution. For the past 15 years there was nothing wrong with my initials but suddenly, since Medscheme took over, there is confusion between me and my son's initials because one of my initials was left out ... Why? Now I have to send copies of documents to proof my initials! But, when they receive my contribution from my employer the know exactly where to allocate it to. Strange, isn't it? Dr's claims for which I had authorization, gets paid in drips and draps and each time you have to launch a new query to find out why it hasn't been paid in full ... only for them to give you yet another ref nr once you asked them to escalate the claim again. If you want results, you must be prepared to spend 30min+ on your phone with them because that's how long it take to enquire about something with Medscheme. I even spoke to a team leader to get some help and she promised to streamline the process but I doubt that will ever happen. Seems like we are going to have to live with the frustration of poor service from Medscheme and now Hosmed as well.