bad service

on the 23/12/2014 i went for physio & the claim was submitted same in december,on the 29/01/2015 the m/a<br> declined my claim reason beign service date before start date/after resignation date,i called the scheme on the 3/2/2015 spoke to Musa *** wanting to know what they are talking about he told me it was a mistake he will send my case as an urgent request,on the 13/3/2015 i called in again spoke to Rinae *** she also told me the same lies of send my case for urgent attendence & i even app**** for an additional card for my husband she told after 7 days i will get it upto i haven't received any joy,after all this i send my hr manager all the statement the scheme has send me so that he can also help he told me he has send it to some one bigger at the scheme but nothing so i just to why i they am i so many money for the scheme but if i need their services i must first fight for my rights & this is not the 1st time the m/a giving problems like this. i am worried because my son was admitted yesterday am i going to have the same problem or will they pay this claim