Bad customer service and no value in this medical aid

Had a billing query which I thought would be sorted out quickly. But it has been almost 2 weeks and no response. They tell you unlimited dentist visits but I ended up paying the dentist over R700 for basic procedures. What is the point of paying thousands a month, use the doctor twice a year and dentist twice a year, but end up paying in money. Makes no sense. Terrible service in terms of response times.