No confirmation of cover prior to 2005

I sent Profmed an email on 2017/11/20 requesting confirmation of cover for my mother, under an old policy. I only received a response on 2017/12/06 requesting more details as an ID number won't necessarily suffice.

I had actually already provided this information after a web chat on 2017/11/27. I provided the details again.

I only received a one-line response on 2017/12/13 which simply stated that my mom's policy could not be located.

I have three serious concerns with this: 1. The automated response to emails states a turn-around of 48 hours which is in no way accurate. 2. How can you not provide a confirmation of cover for older policies? 3. It appears that no effort was made to resolve my query.

I hope that Profmed may take the request more seriously if it is submitted as a complaint.