Despicable PMB process - stay away

Fedhealth makes it extremely difficult to complete a PMB process. Legally, they are supposed to at least pay a part of it. Their call centre agents are unhelpful and give the impression that they don't know what PMB's are or the process involved with it. Their PMB department does not have a telephone line, and you are dependent on an email from them that never arrives. When phoning the call centre, they ask additional info that was never communicated to the member and treat you like a ******** for asking a PMB, and not knowing what to do. It is despicable and I am very close to ending my membership with them, if they don't escalate a solution soon.