Poor SLA’s and service

Been trying to follow up on a claim for the past two weeks in order for payment to be made. Each time I speak to a different consultant who is unable to assist or understand my account even though I’ve received preauthorization as well submitted the necessary invoice post my operation. How difficult is it to process a claim? This laid back attitude is unacceptable as each month my medical aid is paid without fuss. At this rate I should just take my business elsewhere.