Momentum Health interaction is always a nightmare

I have been with Momentum for about 5 years now and have always resorted to Hello Peter to get anything clarified or resolved which is extremely frustrating and time consuming from my part. Why i am still with them baffles even myself. It is so quick for funds to be taken out of my account every month, but the claiming process when i am in need of the service i keep paying for, is always nightmare.

1. I unfortunately needed to be rushed to the hospital about 2 weeks ago and selected one which is on the plan that i am on. I had various tests done and fortunately did not need to be booked in. When leaving, i found out that i needed to pay cash for all my tests done because that is the agreement the medical aid has with the hospital. This really put me in a predicament because the reason i have a savings plan with Momentum is to not have to deal with these kinds of issues. But also, this is not something that is made clear when signing up with their service. I paid, and then sent a claim through to the claims mail and even followed up a few days later. I tried to ring, got sent to a few departments and a lady from a different department tried to follow up for me but was also not successful. After all these attempts, i have just received an email saying payment was made. But made to the hospital. Which means whoever was dealing with this claim obviously did not read any of my communication, or see the proof of payment slips i included in the mail.

2. I have received various invoices since from the hospital, and at the moment am not certain what the procedure is. Did Momentum refuse payment because as far as i am aware, all of this should just have gone directly through them?

3. I have also been attempting to get a hold of someone to talk through the new payment plans for next year but have had no luck. I haven't received a single email with this information and have just not been able to get through to the right department.

I am extremely frustrated right now as all i am looking to do is resolve these issues, but like i said, it's always just a challenge. The different departments also don't seem to talk to each other, and to be honest, i don't have airtime to keep following up, and also not get anything resolved because i never make it through to the right department.