Stop this non customer service

Hosmed medical scheme do changes on customers different plans but don't inform the clients with chronic medication ,when changes are done new scripts are requested ,inform customer patients who have chronic medications on their profiles !customers are paying thousands of rands for this pathetic service and has to phone Hosmed to ask what is the problem ,even with authorisations for procedures are way down due to high costs .it's as if this mefical sceme is pocketing more money and just take the claim .how many double claims had been paid out unneccary?