Why do I have medical aid if I have to pay doctors?

I’m so disappointed with the way my specialist visit claim was handled. I visited the dr and when the claim was done it was returned as unpaid. When I called the scheme I was told they deducted from my savings instead of specialist visit which they will correct (***) in 3-5 working days, which wasn’t. They called me back and couldn’t reach me and an sms was sent.

I called back a few days later to follow up on the reprocessing of the claim and was told it was supposed to be directed to another department which will do it manually and I will be informed in a few days (***) and still it wasn’t done.

I called AGAIN today to check and the lady I spoke to told me I don’t have benefits and it won’t be reprocessed or paid. Now my question is, what are the specialist visits for? Will I ever be assisted? Do I need to motivate every time I visit a specialist? This is so frustrating and now I owe more than R3000 whilst I have a medical aid. Ai