Shocking service and no feedback after a month!

We submitted a one pet claim form on 11 April for the removal of a suspicious growth on our dogs back. We had to submit the same form 3 times with no explanation as to why it was not submitted in the first place. Then we receive an email stating that the claim will be paid on invoice. Again I have sent 3 email asking how are they going to pay, are they paying the Vet directly or are they paying us. Again no response and to date there is no outcome. What is the point in paying every single month for medical insurance when we have to pay the account ourselves and then proably struggle for another month the get the money back. The whole point of having this medical aid is for funds to be available to pay for medical claims. Vets are expensive and we dont have the money to pay upfront, this is why we took out medical insurance for our dog in the first place. The service is shocking. You have to beg for answers. : [Ticket# ********** ********** 64] FW: Policy NO ********** 87