"Failiure to act/communicate effectively"

Requested assistance as unable to travel on holiday due to illness. No appointments available , had to resort to 111 for help. Following emergency consultation we requested correspondence from the doctors at lion health to evidence illness for insurance purposes. We have spoken to a different staff member for the last week , failure’s and inaccurate messages have been numerous and frustratingly stressful. We are still waiting despite calling again today when we were told a letter would be available but to no avail. How can something that is so simple be made so complicated?