Medshield Customer Service

I have been a member of Medshield for 7 years now. For the last year the customer service is NON existing!!! I have three outstanding queries one from 9 Feb one from 13 FEB and the other 8 March . They say queries are resolved within 5 days, wow then their 5 days differ from my 5 days. The are never late to take their premiums but you the one who pays must hurry up and wait!!! The staff at the call center some are helpful other not or are not educated to do the job and make MEDICAL decisions. WHEN am I going to get answers?!!!!