Claims not paid 3rd request

I paid cash for some of my bills as my medical savings were finished, I submitted proof of payments and invoices this month as my savings for the new year had kicked in. I wanted to be refunded for all the cash payments I made. Spoke to a consultant last week, she told me it was an error on there end and we will resubmit my claim, will take 3 days, nothing happen so I called in today and the consultant is asking me to resend documents, absolutely ridiculous , No one knows whats going on and to think I trust this company with my health insurance.