Momentum Health is pathetic- Over 5 years same problem

It is the same old issue that i have year on year. My mum is entitled to 12 INR tests from Chronic benefit. These always go off medical savings till the savings is depleted. Then Lancet phone me to settle the bill. Then i must contact Momentum and ask for the correction. I mean surely other patients have a similar issue. Should you not look into correcting this? It is an issue that has persisted for over 5 years now. How inefficient is that?