Battling with authorisation

Been emailing and calling for days now they say they are a part of joints for life yet they don't recognise the code they was 3 quotes like a car on prosthesis however doctor only uses specific supplier they are bot coming back to us email keeps on saying to wait 3to 5 days still no response costing me to call 3 times a day they say they will call me back I have 10 reference numbers please note been on this medical aid for 25 years now when I need them having problems they would not give me managers email because of POPIA have you ever what bad service after a week still have no feedback yet pay heavy premiums on plus plan can someone supply me a managers email or direct contact details