Unlimited shocking service

I am disgusted with the service and lack of communication. They are very quick to send emails but never telephone to follow up. I had to get a Dr's letter of motivation which I did but that is apparently wrong as it does not state dates, times etc... No where does it say anything in the forms about what must be in the motivation letter. Besides which all that info is already in the forms the Dr already completed. They are playing for time. Mine is a per day payment for time in hospital all my paperwork says death benefit. Very unprofessional and I will be taking this up with the insurance ombudsman for ********* practice. Never had such bad service and will never recommend to anyone.