The arrogance of BONITAS is getting frustration

I am really disappointed with the apathy shown by Bonitas. Their query system is the pits. They do not engage with a member but are quick to close off a query when the member has not been contacted nor is the member satisfied with the outcome. Are they a Service Provider or a Dictatorship? I have over the decades I have been with them made some friends with the few professional people that work for Bonitas. They help me when they can. It is the general queries that are a problem. My recent query is for non-payment of a blood test that they claim requires a clinical motivation. I advised them to get that information from the Dr Doctor. Their curt response was that they only deal with members and not the Healthcare Provider and they promptly closed the Query? Arrogance and Lack of Service Delivery. Sounds like they are part of government.