CLAIM PROBLEM TAKING FOREVER TO GET RESOLVED

I loaded funds onto my card for Routine care. I paid two seperate invoices with those funds and sent it to one plan’s claims department. Even though I sent the invoices it said they did not receive it, I sent in a single invoice 4 times. After the 4th time they told me they did not receive a specific invoice , I asked the consultant to send me a statement so I could do a recon for them referencing all transactions on my card to the relevant invoices. Even after the recon I sent in, I had to phone in again because the consultant still told me the invoice of R 341 was outstanding. After this phone call, the issue seemed to be resolved, but when I tried to load funds onto my card to take my pet to the vet, it said there were still claims outstanding. I phoned in again and the invoice was once again sent to the claims department. After a few hours the consultant phoned me back and said to me the claim of R 341 for vaccinations was rejected because I could only claim routine care once, even if the limit annually for routine care is R 615 ( I only claimed R 266.50 and an odd R 40 before I loaded the claim of R 341). Now this does not make any sense to me and I have been patient.I have been struggling with this claim since November 2017. And before this issue is resolved I can’t load any funds onto mycard, and I could not take my pet to the vet. I am at my wits end with this and I am considering moving my business elsewhere because of this horrible process.