Poor communication

It is really frustrating trying to communicate with Bonitas Medical Fund. Calling their call-centre is painfull as you wait a long time for someone to pick up and then when you do get through, you get transferred from one person to the other only to be dropped off the call again. Writing emails to them is just as painful as the response takes days if not weeks. But boy oh boy, misss one payment and you are suspended almost immediately. Why is your reactive process so much more efficient than your pro-active?