Bonitas pathetic service / refund time frame

we seem to get ref number upon ref number, nothing materializes, the response is the standard response, my wifes latest statement has other claims from service providers claims that are being processed, why does our claim that was summited after these dates NOT APPER on the statement, i fear that Bonitas delays, causes frustration one then after much back and forth with no action leaves the claim as its too much frustration, Bonitas then does not have to make payment and scores, I wonder how many other clients this has happened with, we got a mail from a Mr P. Desuza that they are looking into this, lets see what happens, probably nothing !