Lack of attention to detail

I can not express how frusted discovery has made me feel during my pregnancy. Unfortunately I chose a doctor out of the network that I had to pay cash every time I went for Ante natal. now i was advised i need to send proof of payment for the scheme to reimburse me. it has been on two occasion i had to complain to get things done. with my latest clam which was submitted on the 20/7/2015 is not attended to after calling 3 different times, spoke to 3 different consultants i was never told there was a problem with the invoice i sent. now after a week I called in to find out the process to my surprise it is resubmitted. its going to take another 3 days for this to be captured. that's not all i was asked to resubmitting the claim the whole process will have to start from scratch. this department has a serious lack of attention to detail. im the one that always need to be inconvenienced all the time. even tried asking to speak to the manager my surprise.she couldn't help me. after being with this scheme for years i really think they losing the plot. I want this to be solved as this was not my fault that you guys have imcompetent agents that cant think on they feet. i want my money back.