Changing plans and getting answers becoming a long issue

I am having such trouble to simply get answers from Medshield. I asked our broker to contact Medsheild with a few questions 3 weeks ago, and to date I have received no answer. Myself and my sibling are currently paying R10 000 per month for my parents medical aid, and they are only two people. We have suffered tremendous financial losses this year, and will not be able to sustain this premium in 2021. We are looking to downgrade my parents plan from MEDIBONUS to MEDIPLUS for 2021. The premium is in the region of R6000 which is still a heavy premium for 2 people and should still provide them with top quality cover.

I simply wanted to know the following, to which I am yet to receive an answer:

1) My moms oncologist and my dads vascular surgeon are both at Donald Gordan. May this hospital be used on the mediplus option? Donald Gordan is not on ANY of Medshield's hospital list, not even on the highest plan with the highest premium, but we have used them in the past. I therefore do not envisage there to be any issue, I simply wanted clarification.

2) My mom’s oncologist isn’t on the ICON list for any of the plans either. The oncologist details are stated below, I simply wanted upfront clarification that there wouldn't be any issue with mom's oncologist on the MEDIPLUS plan as there was no issue on the MEDIBONUS plan, and the doctor wasn't on the ICON list for that plan either. -Georgia Demetriou -HPCRegNo MP*** -PracticeNo *** Three weeks and still no reponse to these questions? Paying R6000 for two people should enable them to use the doctors and hospitals they prefer.

We would like to finalise the option change soonest, and would appreciate immediate clarification. This is now drawing out too long and is very unsettling.