Poor service all round

I submitted two bills about a month ago and despite following up on several occasions I have still not been refunded. The one bill is for childhood vaccinations which Bankmed confirmed in writing will be covered in full. Why then was it not approved upfront? <br> Further to this on the previous membership I had a motivation for breast sonars approved by Bankmed. My husband has now taken over this membership. Please advise why Bankmed requires a new motivation??