Terrible service delivery.

I am really so sick and tired of always having to jump through hoops getting anything sorted its always one story after another and I am so frustrated dealing with then. Last weekend I went for new glasses at spec savers. spec savers submitted the claim and Bonitas auto approved half, I called in on Monday to ask them to approve the rest from my accumulated saving, the agent told me she would send it off to be sorted, I called today to follow up and now was told I need to submit documentation, over a week later an never been asked before. I need this sorted asap I cant keep doing this run around its crazy and wasting my time for something that should have been sorted already.