Bad service sanlam primary health insurance

I've been trying to get information about ENT, but honestly, this whole process has been nothing but frustrating! I’ve sent emails, made calls, and yet every person I speak to gives me different information. Finally, one lady told me they pay for the consultation, but I have to pay cash first, and they will refund me. Fine. But when I asked for the refund process and a breakdown of what’s needed, she said she would send me a form—guess what? She never did! This is beyond frustrating. Can someone PLEASE call me and sort this out?