Bad customer service and rude agents

I have a day to day cover with one plan,2 days ago I claimed for it to go see a dentist,uploaded the invoice on the app like always, they kept sending me message saying that my claim was still pending until I called in to ask what exactly the problem was. So the first person told me that the claim wasn't clear enough which is understandable,so I load it for the second time,still no dice,sor I call again the second person says it's not clear and gives me a Whatsapp number, to load to. I load to the Whatsapp number the response says you'll get feedback shotly. 2 hours later I ask for feed back and I get told that the claim wI'll only be processed in 48 hrs. That has never been the case before,let me mention that I had an altercation with one of their agents about the same issue a few weeks ago her name is Palesa,after loading a doctors slip for months the same way they all of a sudden tell me they were doing me a favour approving that. Anyways today they say it takes 48 hrs to approve and bare in mind I can't make another claim before they approve this one, so I get stark calling and begging them to approve an invoice that is clear and valid. I had to make another claim immediately cause I was sick so I couldn't then as I explained earlier. Anyways I call to speak to one of the agents again and she gives me attitude and when I ask her to put me through authorization she she says the assesors have gone home and then hangs up on me. I call again for the 8th time that day and guess what, an assessor answers and helps me immediately. So they hadnt gone home after all.I would like one plan to get a better app first and a better system to handle claims. I think the fact that some agents are prepared to fight with customers and then develope personal vendettas against customers is both unprofessional and ridiculous. I need to see the doctor most of the time and I pay for this service everymonth I have never missed a payment ,so to be told I need to wait 48 hrs for a claim to be processed is spiteful and vindictive. Someone must do something about this over there. I don't want to struggle with loading claims there or feel like there is a personal attack on me because I ask questions.