Struggling with Claims

Hi..Been a member since last year, under Essential Copper.But still struggling with the whole administration of this Mesical Aid.1sly I carry a piece of paper to prove my membership cause I have nothing else.Whenever claims are made ,I have no sight of that, and the latest big ones my 2 claims have not been paid, yet the Dr is sending claims to me.I have called the call centre, having spent so much te on their lines, I always get disconnected.Can proper administration atleast take place, so I know what is happening.Currently have 2 refs , but nothing concrete. At this point Fedhealth was indeed doing great