No escalation after almost a month of waiting

I submitted a claim to Bonitas for my optometrist. My optometrist submitted it in early July and since they didn't get feedback, I resubmitted it towards end of July. I received the following reference number 290720Q3SJW3. To date I had no response from Bonitas hence I decided to call the call centre. The agent advised that the claim was not sent to their service provider ppn. He gave me the email address and asked me to send it through. We are now already in the middle of August. This is the type of service u get from a Bonitas. No escalation or prioritization. No customer centricity at all. I will definitely be changing my medical aid come year end. The agents expect us to do the work. Why must I now interact with another service provider. In the mean time, time is ticking and soon they will say my claim has expired.