BONITAS DO NOT RESOLVE ISSUES AND LEAVE YOU HANGING ON FOREVER

I have a query regarding payment of wound dressing needed for after an operation. They say it is only covered out of the savings and that I should have asked app**** for authorisation. I did not know that I would need this treatment. Everytime I call I get somebody who does keeps telling I should have app**** for authorisation. I have tried to speak to somebody higher but that is not possible there whatsapp help held on for 1 hour dont come back to you and when I call in again they say the putting me through to somebody and nobody comes back to me. I cannot get proper answers. if you log a query you get responses they will get back to you in perhaps 48 hours and never come back to you