Medshield is full of nonsense

I am really frustrated with medshield. in April my son was admitted to hospital for an emergency Medshield refused to pay for the hospital stay again in July my daughter was admitted for a day medshield is again refusing to pay the hospital stay I really do not understand what is happening because I'm paying my medical aid every single month when it's time for them to collect money they are quick to collect money when it's time for them to help when you've got an emergency they fail to assist you. I am really really really frustrated with medshield can someone just help me fix this problem I do not know what to do anymore this is a real frustration I do not have so much money to pay cash meanwhile I am paying medical aid every month without fail. I'm really frustrated with medshield they always promise to phone you back no one is willing to assist The Call Centre people are so *********** no one seems to know what's going on. I don't know why I'm paying for medical aid if at the end of the day I need to pay cash for hospital visits. my children were sick it was an emergency and now I'm expected to pay. I refuse to pay this money I cannot pay Medshield this money this is uncalled for your customer service's sucks you do not know how to treat your clients I am a paying client I pay every month the least you can do is to make sure that you pay for the hospital fees because when you want to collect your money your money is available but when I have an issue there's no one that's willing to help me medshield you have to sort out this problem you have to pay that hospital and you have to make sure that you pay all the costs incurred from the hospital I'm not going to pay a cent for this.medshield better stop with the excuses and pay the hospital what is due to them. I am expecting a clear and finalised response with proof of payment to the hospital no later than Tuesday the 6th of August 2019.