Bad experience and no assistance at all

My dad has a hospital plan with Clientèle and boy what a terrible experience we have recieved,he had this plan for 7 years and this was his 1st time claiming,we kept on calling them for claims process,we kept on holding and whenever we get to speak to a consultant it’s not clear what they require,they put you on hold forever and when the call gets cut off they don’t call back,it’s juat terrible,we are not only dealing with the fact that my dad is sick but also with their incompetence during the time that we need their assistance,they are just taking people for a ride