Medshield Medical Scheme

Since February I've been waiting for a claim to be paid that's a benefit on my medivalue plus plan. Its for a replacement cpap mask. Numerous emails from Sleepnet Port Elizabeth and myself. On the 11th of May again I've emailed and used the medshield messenger service. Between its been escalated and it will take 5 working days to resolve it, absolutely no response, its the 17th of May today. They've received original documents from the doctor that treated me for sleep apnea, the request is for a replacement mask, not the machine. Apparently now there is a machine code missing. Another excuse not to pay. For nearly 3 months I've been denied a mask on the grounds that medshield can't honor a benefit on a plan that I'm paying for. If it was possible for a zero rating, I would've awarded that.