Unhappy and concerned customer

Firstly I would like to say how happy I was when we've joined Bonitas effective from this year. The fact that you offer more benefits and savings than yhe one we were on. BUT there's a few things that I would like you to look at to make it an even BETTER medical aid. I feel your response on PMB is a bit too delayed. I've app**** for it on the 25 February and it's still not finalised. I've submitted an ONLINE claim for Dischem on the 3 February and there was NO reference number given to my after I've submitted it online or via email. I've even sent the claim via WhatsApp and received a massage the claim have been submitted, but when I've spoken to the lady today, she says she can't see the claim on her side. I believe that, because we've not received any correspondence. Please look into this. I also have a problem on how you provide reference numbers to us when we request for an authorisation number to go see a specialist. If I send 2 queries in on the same day, I'll never now which one is for which doctor, because your auto responss is just giving the number without the "doctor's request". It must at least say reference number for Dermatologist. I also have a problem with the fact that we can't make use of Dischem or Clicks as a sister/doctor's visit. Is there a specific reason for that. On my other medical aid I used to make used of only Dischem and it worked out so well. You're being treated with respect and you're being attended to in time, unlike at a doctor's practise where you need to wait up to an hour. I was told, they used to be one of your providers. I would rather prefer to go to them, because the fees are less than visiting a face to face doctor and stretch our savings more. The fact that we also need to visit a doctor to get a referrel letter for a specialist is also not helping, because what is the point in giving us more saving if we have to pay double for seeing the doctor first and then only the specialist? That way it will deplete our savings faster.