Bonitas - Bad Service

Bonitas CLaims Process is shocking. I am still waiting for a claim which I am fighting for since July 2018. After almost 6 months it has been approved as Ex Gratia and now still taking almost a month to be paid when it is an existing claim and not a new claim. We have been with Bonitas for over 10 years diligently paying our premiums and in the end we receive no support/sympathy from Bonitas. I have spent 41 minutes from my cellphone on the phone with a Bonitas consultant now, although she was helpful the process is just painfully slow. I called in because I want a full breakdown of my claims as I want to see exactly how the clains are getting paid, if from the Annual Overall Limit or the Day to Day benefit etc. I still have to filter the document as it is not user friendly at all, and it doesnt show me which limit code it was paid out of!! and then I asked to speak to a supervisor regarding my ex gratia claim, and then I held on again until i was told a supervisor will call me back. Please contact me to listen to the call and advise how you will improve your service Bonitas. I have a cell phone bill to pay now. 41 minutes on one call is riduculous. I am very disappointed with Bonitas as a whole. I will stress again it is not the consultants fault, it is the process and how it is managed.