Very Bad Service

My parents are on the Medshield Medical Aid, for 2 months now I have been requesting a report on how their annual day to day limit has been used up for 2015 as they have no funds left and require to visit a GP.<br> I also requested all shortfall paid claims and unpaid claims report for 2015 with he codes stating reasons.<br> They have been sending me reports since they joined the scheme, then all claims submitted to the scheme his year. I want that particular report, is it so difficult to get this????<br> <br>