Unhelpful and no TCF for customers lack customer knowledge

Been sent from pillar to post when making a claim supposed to be paid to a member.... been on calls with Fedhealth since the 5th of September. Not given enough information about my claim and banking details. I was told they have updated my banking details and supervisor will approve or authorize new details for payment but when I called yesterday I was told they needed a letter from me to give them authorization. None of this was said or advised to me. Lack of communication, consultants lie and do half the work which delays all the claim process