Claims not paid

I have submitted my claims to Bonitas more than 2 months now after paying cash at the dematologist. The 1st agent I spoke to , said I must submit referral letter and proof of payment , of which I did. When I phoned to make a follow up they said I must submit id copy plus bank details and this was not mentioned by the 1st agent. Following week I called to follow up they said they need my bank statement as proof of the account. They have sent me SMS on the 27th of May to say my claim will be paid in 3 days. Today the 9 the of June , I'm still not paid when I called the agent said I didn't write a letter to say I must get paid, I was so frustrated , because no one mentioned the letter to me and whenever I follow up the is always something missing. I submitted another claim two weeks ago, I haven't heard from them and I have attached everything . I now have two outstanding claims that are not paid. I'm very disappointed , I really can't wait to change to a better medical aid. Bonitas is really frustrating , I need my money urgently.