Stratum 1st time claiming and getting very bad service

My first time I had to claim from Stratum. I had 2 surgeries in April and my broker advised we wait till 2nd surgery statements come then we submit to Stratum. Documents was submitted 20 May to my broker, it was sent to Stratum 23 May, I got results of approved claim 24 May, but they have only assessed one outstanding account. Since then it's been an uphill battle because I kept getting emails from Stratum that there is outstanding documentation, then contact broker and the response I get is that the people dealing with my documents are not very competent as they already have all documents but keep on missing them or dont mark them. It escalated to where a manager contacted my broker after hours to apologize. This is really bad service. It is 9June 2022 already and I still have no news of the outcome of 2 outstanding accounts. I just had a phonecall this morning from 1 Dr's accounts department. I'm a new member since last year and claiming for 1st time, I'm considering it to look for Gap cover somewhere else, because if this is the type of service one get for 1st time, this is just putting unnecessary stress on a person. Stratum need to get their house in order and have competent people dealing with claims.