Very bad service

Very bad medical aid . I am suppose to receive my refund and they keep giving me a back and forth asking for the same documents. I submitted the same document three times and no one is capturing them. It's been over a month with my refund not being paid for a claim. They are causing alot of stress and frustration. The consultants are not professional and they don't know how to assist. It's like they are not trained to do their work. They don't read instructions, they don't capture details. It's a very unprofessional medical aid. They are not reachable and when I ask for the complaints department no one responds.