Bad Customer Service

I accidently slipped outside of my shower and I hurt my tailbone. I was in pain so I went to my GP who referred me to Chiropractor. I consulted on the 31 July and submitted my claim on the 1st August. I followed up weekly no luck. I resubmitted on the 20th of August. By end of August I still have not received any feedback. I emailed Burnette who assured me that next time I have a claim I should speak to her and she would make sure that it s processed speedily. Well each time I reminded her that I was waiting for feedback. She would tell me that she's once again spoken to processing department. Today is the 14th of September only today I get an sms saying my claim is being processed. Why does it take this long? Affinity Health lacks basic Customer service period. Each time I have to claim its like pulling hens teeth. What is your policy? Make it very difficult for customers to claim so they don't? Or not to pay customers at all? This is very frustrating.