How long until we get our money back, Polmed??

In August of 2015 we added our baby on, I included a bill we had paid for her DRs visit in the email attachment but it was NEVER sent through to Claims...I called in Jan (having forgotten about it & assuming it had been paid back into my fianc?'s account at some point until he mentioned it hadn't been done yet) & queried why it had not been paid. I was advised that I should have sent it to claims directly (same email address). When I asked why \client care\" did not just send it on to claims I was told \"they don't do that.\" Ok then. After a long discussion (& the 18 minutes I held on, waiting for a human to answer the phone) I managed to find someone who could assist & promised they would treat this with urgency & get it paid..End of Jan, Nothing...I called again in Feb, same query.. Nicole (ref***4) assisted & was very helpful. She promised it would be processed for payment immediately.. End of Feb, Nothing.. We are now 8 days into March & Elizabeth (Ref ***2)has advised it will be in month end.. I am seeing a pattern here. I find this unacceptable & would like an assurance that that money will be paid back immediately.. NOT MONTH END! "