Worst Call Centre Service EVER!!!

I have been a member with Bonitas from the 01st August, and I must say, a bad taste has already been left in my mouth. We took my son to a paediatrician on the 2nd August and the claim was submitted to *** on Monday the 05th August at exactly 09:22am. On the 07th August I called in for an update on my claim, as I have not received the automated response, and needless to say, Bonitas did not pick up my claim. When wanting to speak to a manager, an agent by the name of Adelaide was VERY unprofessional and rude and refused to put me through to a manager, so I dropped the call. Upon calling the call centre again, I spoke to Eric and requested yet again to speak to a manager and conveniently, no manager was available. I then asked Eric to refer to Adelaide who picked up the claim, and he LITERALLY kept me on the line holding for 18 minutes. This is RIDICULOUS service from Bonitas, I am new to the medical aid and already I'm left with a bad taste