Medical expenses paid privately, but we just cant get you to refund!!!!

I have never in my life experienced such bad service, it seems like the people working in call centre is paid to block any service. IOD ended in having 2 back operations in one year. This resulted in being declared disabled. The issue was that the medical expenses were paid by me. I have submitted the claim to get rebated for the expenses. If I say submitted then I need to explain, this was done more than 10 times over the last year. From the incorrect format, The claim needs specific reference to incorrect ICD codes, and much more excuses We have really been sent from pillar to post. On each and every call we end up with the same questions and then when the call centre try to get answers from the claims department we are put on hold for 30 plus min and then the call is dropped. Yesterday spoke to one of the supervisors and the same happened. (This was after L Smith was not available and in Dec she was on study leave. As she was copied in on each claim as per her instructions) This was after receiving an e mail from claims department telling me that pre authorization is needed for MRI and CT scans..... What part of "the company who I worked for did the registration of the claim, whiles I was between doctors and in an out of hospital. Do you expect that people must wait for you to come to the table before they can seek medical intervention and help? AND they need reports....... ALLLLLLL the reports have been submitted. I have submitted them several times and with each claim. On the drs accounts we were told that the fist consultation was not specified. WHAT do you want the dr to specify? On one call we were told the claim will be paid ..... on Tuesday or Thursday, the next call we were told claims takes 3 months for pay outs. its now been more than 1 year!!! What the hell do you want from your pensioners before you refund.