Forgot to send claim for authirisation

I am being treated like a fool. I send a claim in January when I phone a month later they still haven't send my claim in to DRC. I send it in myself and within 2days I got feedback from DRC. When I phone moto health they say they have nothing. It is the worse experience I ever received from moto health in the 10years I've been with them. I know I am not the only claim they handle but if you forgot to do something the first time then go out of your way to fix the problem. ***