Disgruntled customer

My mother was admitted into hospital on the 17th to the 19th of November 2020... She has a hospital plan with hollard through edgars... When my mom was discharged we went to edgars to enquire the process of claiming... They then gave us a WhatsApp number to use.... We followed the auto prompts and was advised that we would get a call in the next 24 hours... When no call came we phoned and was put on hold for a little more then 45 minutes... We then went to edgars again and was informed that they do not work on weekends so we would not be able to call on that day... we went on another occasion and called from edgars where we were put on hold for another 45 minutes... We are extremely disappointed with this service and we still have not got a response yet