Care Plan Rejections

I have struggled for the last 3 months to get a claim paid as I am registered on a care plan. They keep rejecting the claims because there is no funds but the care plan is financed seperately. I have to send emails where I get the same answer and if I call I never have enough airtime because I get put on hold for 10 minutes every time I ask another question. They sent a copy of the care plan which I have asked someone to explain to me at the deasease management department and I have done everything accordingly. Very frustrating customer service.