Sanlam Primary Care poor service, No clear communication

I am extremly dissatified with the process of Sanlam Primary care. First of all never received any communication from when i joined the primary care, never received any medical card nothing. I called last year November to claim for the doctos consultaion fee and claim for 2D scans that i did(which according to their cover i am supposed to be covered but still claim is rejected) - i was calling non stop to their poor customer service call centre and i never received any help it is VERY frustrating to deal with the call centre. After numerous attempts still was not assisted. I called to follow up again i was told that i need to call my doctor for additional information i did that still its a problem for them to pay me back the R500 consultation fee. According to them they hold NO service obligation to call update clients or explain the procedure clearly and upfront. I have provided EVERYTHING they need for the doctor fee refund claim but today i was told that my claim wont be paid if i cannot prove that i followed up before. I am in shock of the POOR service from Sanlam Primary care.