what is going on with your claims department ???? beyond frustrated.

I submitted a claim on 16 January 2025. After receiving no updates, I followed up on 21 January and was informed that my claim would be escalated, as there was no clear reason for the delay. When I called again on 24 January, I was told that the receipt I had provided lacked the necessary details. I was then placed on hold while the representative contacted the Kingsway Trauma Doctor to request the full invoice. I was assured that all required documents had been received and that my payment would be processed as soon as possible.

However, no payment was made. When I followed up again on 4 February, I was again told that my claim had been “escalated” and that payment would be processed within 3-4 days. Today, 6 February, I was informed that the invoice from the Trauma Doctor did not match the payment reflected on the receipt (which was originally submitted on 16 January). I was then asked to reach out to the service provider to obtain a corrected invoice.

At this point, I am extremely frustrated that this issue has only now been identified, despite my multiple follow-ups. I requested to speak with a manager, and I was connected with Khumani, who attempted—unsuccessfully—to contact the service provider while I was on hold. He stated that it might be lunchtime and assured me he would follow up at 14:00 to obtain the correct invoice. He also committed to calling me back by the end of the day with an update. Unfortunately, I never received any follow-up call, further adding to my frustration.

This ongoing back-and-forth is unacceptable. I have repeatedly followed up, only to be given vague assurances and no resolution. The most distressing aspect is that a family member had to cover this payment on my behalf, as I am currently unemployed, and they urgently need reimbur*****t.