Hosmed Medical Scheme
Account not paid by medical aid

Portia at Hosmed acknowledged receipt of an account for a doctor on 10 April, but 6 weeks later account has still not been settled and doctor is now threatening me with legal action.
Upon discussing matter with Vangeli and Refilwe at Hosmed accounts dept they are not helpfull at all and state that only one portion of the account will be paid now and the balance was referred to claims for review as " Their systems incorrectly rejected the codes use by the doctor and they do not know if or when the claims dept will give an outcome. When I want to speak to their manager Poppy Kgomo, they are not prepared to put me theough to het, neither do they want to assist me with her email address.
How do I get them to understand the urgency of this account being settled as it was due to their system constraints and incompetent staff not doing their jobs that the account was not paid.