Claims emailed through in July 19 still not refunded to me

I sent in 2 x claims in July 2019 which I still havent been refunded for as yet. 1st one emailed through on 17 July and the 2nd one emailed through on 29 July. I chatted to a call centre agent via the app for 1.5 hours today (ref no 090919QM69J0) only to be told the claims werent received and I will have to email them again. I received no reference no by email for both of the previous emails I sent in July 2019. Note they were both sent on different days. I have just emailed it again to *** and up to now I still havent received my reference numbers. It this just a ploy to delay paying out claims to your clients? Absolutely abismal service from Bonitas. Very quick to take my money every month but mighty slow to refund me. This is not the 1st time I am having trouble getting you to refund what is due to me. Doctors are forcing us to pay cash and claim back from our medical aids and I am starting to see why, because getting money refunded from you is next to impossible.