Maternity Benefits authorization bad service

When I was referred to your scheme I was delighted but since then I think the decision was a bad one. I have been awaiting maternity benefits and they have been giving me and the Doctor a run around since May to date. They claim that a document was sent to the Doctor but it was never sent, I follow up daily with the scheme via email so paper trail is plenty and my Doctor went an extra mile and called them personally to ask to send the document, but they put her through many consultants and refused to provide a reference number for the calls. To date no document was forwarded but funds are deducted monthly without fail. I have never had such terrible service for medical aid, I have had medical aid before and never been treated like this. All the scheme does is send automated responses and how do you even automate 5 working days when someone has an emergency. You are a medical scheme which means clients are a priority but seems not. And again, I will get responded to after 5 working days.