Claim not paid for 2 months

Two months ago I visited my optician for an eye test. Medshield was not loaded on their systems so I paid in cash and submitted a claim the very same day 7 Dec 2015. On the 18 Dec I followed up on the status of the claim and it was stated it would be paid in a week's time. In Jan nothing was still paid so I was told to follow up with ppn who deal with the optical queries they than stated I can't be paid but they can only pay the main member who is my wife.(even though I pay the premiums). I submitted her details on the 28th Jan but still no payment to date. Its rather frustrating to pay high medical aid premiums monthly but still not to be paid back when you have to claim