Service is terrible...

We have been with Medshield for a few years and everytime when we need their assistance they are no where to be found. Their service is extremely bad. From the call center agents that transfer my call up and down not able(don't want to assist) to the pre-auth team that takes forever and wait for clients to call them for updates. I had to call again today to find out why the payment is not yet done for a machine that is already approved for my husband just to hear from the rude agent that they will be declining the invoice due to the date. But the qoute was approved? This is the service we have been getting for 3 weeks!!! Every month they continue to deduct their premium without any struggle not even once, but we as their client have to struggle like this?