Do Bonitas really care?

I submitted a claim which was not paid. I queried this non-payment three and each time got a generic response email promising attention to the claim. No explanations given. I asked for a reason for non-payment. No response except the generic email. I finally found the claim when checking my claims and it was marked REJECTED. No explanation! I still do not know why it was rejected! in their advertising they promise they are thinking of us, the members, but obviously not when there is a query or problem!