Don't expect proper feedback/Benefits is a gimmick

My complain is on 2 divisions in Bonitas 1)I sent the hospital Authorisation dept an email on the 5/10/17 asking approval,I never heard from them although I kept on following up.I received a call from the Dr Rooms on 19/10/17 stating the claim is approved I was embarest as I hadn't had anything on my side.According to Bonitas the claim was already approved on 16/10/17 and there excuse for not informing me was because they don't have my email adress,how is this possible as I sent them the email for approval. 2)The other matter is about the Gimmick Wellness Extender Benefit I went through the trouble to get all the ICD 10 codes as well as tariff codes to see how much they are paying and how much must I pay in as Bonitas did me in on a previous claim.Thee feedback from 2 staff members were as follows ,1 wanted tariff codes the other we are unable to confirm if it is the correct tariff codes,so how as a client am I suppose to know what will be paid and what not with this kind off feedback.To try and speak to management is impossible as they are either in meeting or you receive an Out off Office reply