Polite service

So this is actually a catch 22. I have been waiting for ages to get my refund for surgery and feel like I’m getting the run around. Although all the staff are extremely polite and well trained I am thinking of cancelling my policy and moving to a different service provider because of so much red tape. I even up fronted the payment to avoid delays and I’m still waiting to be paid out. Polite and courteous doesn’t put my money back into my pocket