Bonitas claim dept absolute disaster!

Currently have an outstanding claim since April, My wife has logged it via email and phoned several times, I logged in via mail and was on several calls one call for almost 2 hours long. The service is absolutely pathetic. the amount of time that my wife and myself has spent on this is ridiculous. The response is over and over the same thing, you get hold of someone they give you a reference no, then you have to mail and then you get another reference no. Then 5 weeks in (if you lucky) some person phones you that hardly knows what the query is about then you hold on for several times because they have to find out X from another dept, then you get another reference no and then you are back at the start. For my own sanity I will rather write off the amount as the time wasted on this exceeds the amount. Oh and you would think lets try and get hold of someone inside of Bonitas... good luck on that! its ALWAYS a general email address and NEVER the same person that contacts you. so you always end up having to explain yourself ALL over again. I'm, tired and I think I have given them plenty of time to fix this but it falls on deaf ears. @Bonitas please dont contact me this here is a mere warning for anyone interested in Bonitas, My opinion you would be better off with someone else. And should you be interested Bonitas, the best connection is a human connection not some random email address that services by who knows many people is not the answer. Your problem is you dont have a single person in your organization that is willing to take ownership of anything and seeing it all the way through to the end.