Terrible Service

I have been with Stratum Benefits/Unity Health for some time now. To say the service is shocking would be an understatement. On the plan that I am on, they cover a percentage of your specialist appointments. So on the 5th October I took my son to see a specialist. 6th October all the necessary documents that they required was submitted. That same day I received a non reply response email to say that my email had been received. I was told that it would take 7 working days for my refund to be in my account. I then called around the 15th to check how far my claim was and no one could pick up that I had sent all the necessary through already and asked me to resend everything. I refused and told them that they need to find my email and get this sorted. They eventually found my documents.I have been on the phone/email with them daily, promised that people would call me back and send me emails, but that never happens. I was told payment was released on the 21st October and they would send me the POP on the Monday. Well guess what, its almost 2 weeks later, still no POP, still no payment. The service is somewhat to be desired. Empty promises are made and for a company thus of size, the customer service is beyond terrible. And it gets better, this was the 1st issue, I now have a second one. I was taken into casualty a few weeks back. As per my plan I am covered in the causality ward. This even confirmed at the hospital with the receptionist. The hospital are now trying to get the money out of them and they are now saying its for my account as I didn't get pre authorisation. How on earth does one get pre authorisation , when vomiting and suffering with gastro.???? However they would not take me into casualty until authorisation was received. My fiancé sorted all of this out with the hospital receptionist and to my surprise they cant even pick this up? How does Unity/Stratum benefits operate? I was very happy with this company until it came to them paying back claims and hospital visits. I was promised a phone call on Friday by Stratum Benefits and I am still waiting. No money, no phone calls, No service!!!!!