Poor customer service one plan pet insurance

From last year I have been experiencing issues with one plan and my claims. They advise one thing and when you submit the claim its something else which requires substantial back and forth because on of the consultants get back to you . Most recently I submitted my dogs medication invoice which they previously advised was covered under vet visits which has been rejected and was advised a consultant will call to discuss which has been over a week ago. Now I know exactly why it was rejected. They previously refunded a claim to the one plan card which I previously requested that all refunds go back to my back account. So I withdrew my refund last week as well as paid for my dogs meds. So the first transaction for my dogs meds is accurate which I do not think they are bothered to check. And the second transaction was withdrawal of my refund, so there was a bank charge of R24 due to their error as they didnt listen in the first place when I requested all refunds directly into my bank account. As a result of the bank charge, they have now rejected my dogs entire vet claim during to their lack of proper action. I constantly seem to be singled out by them with my recent claims as I am not sure whether because my dogs have become old and require more care with one having been diagnosed with cancer and they are looking for ways to make it difficult. I pay my premiums on time without any problems but they also have issues with claims.