Claims not processed corectly

For the 3rd year my claims are not processed correctly after numerous submission. 2015 issue: additional pmb was approved, I telephonic re-confirmed that these benefits was approved and back-dated (ie approved for jan-dec 2015. Claims was resubmitted and not processed correctly. I contacted the call centre and was promised that the claims will be reprocessed and escalated, after a few days I called to check (4/1) on the status and the claims was not reprocessed and I also did not receive feedback (that I was promised). I received a email after my call centre query (approx 17/12) to rate the service and a call after I rated the service as poor. Again with the promise that this will be processed correctly and that I will receive feedback. Im still waiting for feedback and for the claims to be correctly processed