Lack of reply

Submitted a claim to Bonitas during October 2024. Initially they rejected the claim due to issues with the invoice from the service provider. Asked the service provider for assistance and they resubmitted the claim on our behalf. In November Bonitas paid out the claim, so we assumed everything was in order. At the beginning of December Bonitas reversed the claim, my service provider has assisted again, and I called the Bonitas Help Desk, it was explained why they had reversed the payment, which to me doesn't make sense. With the initial call I made I was told the person dealing with the claim was on leave and no one else could assist. Three follow up mails and no reply whatsoever from Bonitas. Surely an issue doesn't stop due to 1 person being on leave. All I want to a full explanation and my issue resolved