Medshield unhappy client

I've been with medshield for over 20years my dentist sent a quote for a procedure to be approved they approved but never paid out the amount approved for the dental procedure as you know I would have never gone ahead with the procedure had I not gotten the go ahead from medshield as I cannot afford it. Now 7 months down the line I am still getting outstanding bills from the dentist for something that should have been paid for they approved R11 934.12 and paid R1 704.56???? Called medshield and emailed medshield with no answers because no one knows???