Unpaid claims from ATB/ Unclear explanations

On numerous occasions we have responded to your communication via email because when your call centre consultants call us they talk on circles and never really resolve our query we had a few unpaid claims and we requested from which benefit is it paid and no clear answer was provided, instead we were contacted and we we asked what exactly it was what we wanted? I thought it was unprofessional conduct and procedure. I would like it if a supervisor can call or email or email us in order to provide clear understandable clear explanations today when the Call centre consultant phoned me from your PE offices and they couldn't resolve the problem at hand. Made me realise that I should speak to somebody in higher position we are also in ATB and expet that our claims will be paid in full. We also thinking of upgrading to the next level of plans which is the executive plan.