Pathetic Customer service

Terrible customer service when it comes to closing claims. Very quick to process without reading emails and understanding who needs to be paid. Wife forward all the necessary documents with proof of payment indicating that the main member paid and requesting payment to be made. Payment run was done and the doctor was paid. At the end it feels the client needs to phone around and then get the payment from the medical services because they were paid. Wife spent more than 40mins on one call since previous claims was duplicated with the wrong amounts. At Bonitas medical scheme - please review your customer support department