Failure to communicate regarding chronic meds approval

Good day, I am writing to express my utmost disgruntlement for the highly unprofessional service I have received from Sizwe Hosmed medical scheme. It is now four times that I have submitted relevant documents required for approval for chronic medication. Much to my surprise on each account all I get an automated response via email, informing that Sizwe will get back to me in three to five working days; however, this is not the case. I have had to buy my medication out of pocket and I am approaching renewal of script yet again. My life literally depends on this medication, yet the company has been so blase.