Claim not paid

On the 14th Feb I submitted a claim and received - REF #: 140219Q81HM7. On the 21st Feb I call the Bonitas Call Centre to check the status of the claim and was advised that might claim was return as there was no receipt attachef. However, the consultant that all documents submitted are correct and will escalate for payment and it should take 48 hours - ***. Today the 27th Feb I am calling again and told that the claim was returned again for same reason.

I need answers from *********** Bonitas.