Bonitas is rediculous with their turnaround time

I took my daughter to the dentist, which I had to pay and then claim from Bonitas after. Perfectly fine, happy with that. I lost the card receipt, but the invoice from the dentist clearly shows I paid and that it was paid, but when you try and load the claim, it will not allow it, without the receipt, which is unbelievable stupid and makes no sense for it to not allow you to do this. But I whatever, I moved on. I emailed the queries email address, which take 3 business days to get back to you (ridiculous) and the response I got was, it has been forwarded to the claims department. I emailed them the first time on the 15th Jul, I got a response on the 18th July. I emailed again on the 11 Aug and did not even receive a reply, so I have emailed again today.