Bad Service and Terrible Claims Process

My son attended therapy on 12 February 2019, with a claim sent to ********** the claim acknowledged immediately. On 20 February 2019, being the second time contacting the infamous but very useless call centre and being told they are still within Sla but will escalate the claim. The claim was to be paid to provider and it is to be noted that yesterday, the provider confirmed they have not been paid. I immediately send an email only to get a response that they do not have the providers banking details, which may I add are on the freaking invoice and has not been paid. This is my third complaint this year, Bonitas takes no responsibility after telling me claims to providers are processed quicker and having the banking details on file. The provider charges interest which will be for Bonitas account as their incompetence seemingly increases. You phone the call centre which I am in my 21st minute of being on hold and the second time contacting them today, no managers available and I hace had to resort to swearing your call centre stuff. I'm sick of it now and someone high in Bonitas better contact me before i take my story to the newspapers