Private health administrator

I'm writing a complaint regarding the new company that Bonitas is using to process their claims, namely PHA, Private health administrators, who although they bost 31 years experience, they don't know that when a person has a chronic care plan in place, no matter what plan they are on and even if they don't have savings included in their plan, and when it has been pre authorised and all the codes are correct, that the account must be paid by them. Instead, they give the person a run around, having to phone all over, causing terrible stress, as then the accounts department of the specialist sends SMSes of final reminders etc. Why do we have to go through this. Surely these people need to be educated. We are not ever able to contact a manager. It is totally disgusting.