Bonitas not responding to Claims

Here I am again reporting Bonitas Medical Fund, me and the doctors phoning every time to find out about the claims: Service date 30/7/2019 & 3/10/2019 Practice no *** Ref No: 081119QR76Z1 Every time you send an email all you get is a new ref nr? This is ridiculous that they don't have People in place that can assist with this complicated claims. My Father is a cancer patient now we have deal with this every time he has an operation. So I would appreciate if someone can call me to discuss this matter