Worst customer service, turn-around time and general communication!

I paid for my kid's dental treatments about 1 month ago (02 October 2020) . I then sent through the invoice to Universal for reimbur*****t. After 1 week or so, I started sending follow up emails to confirm if everything was in order with my claim or if they need anything additional. After not receiving any constructive feedback via email, I started calling. After a week or so and 3 phone calls, I was then asked to send my proof of payment and asked to confirm who the payment should be made to. I confirmed that I had paid cash and needed the money to be paid to me. Today, 02 November 2020, I was told that payment was set to be made to the dentist and not to me, as per my numerous written and verbal notifications to them! I now have to wait an additional 7-10 working days before payment is made to me! That will a total of a month and a half, waiting to be reimbursed! Disgraceful!