Poor service

<br> I phoned clientele hospital plan claims department, with regards to claim forms for my husband, Mr L Govender, ID No. ***, today 24-02-2015. I was told they were sending the forms to my email address, within 15 to 20 minutes time. After 2 hours, I did not receive the forms, I called them back. And was told that they had sent the forms, but they will send it again. One hour later still nothing. I phoned again, and was informed that I should get the forms in 15 to 20 minutes time again. This time they phoned my husband on his cellphone, and asked the duration of his hospital stay. Despite me telling them, he was admitted from the 30-01-2015 to 07-02-2015. Was discharged by the first specialist, and re-admitted again, on a new file, from 07-02-2015 to 19-02-2015. And that my husband never left the hospital, he was still in the same ward, and bed, from 30-01-2015 to 19-02-2015. Then my husband phoned them back as well, to query the delay, and was told that she needs to speak her manager and get back to us. What is the delay, in sending a claim form?This is not the 1st time, this has happened, the same happen to me in October 2014, when I phoned in for a claim form also.