"poor communication and service"

We first filed a claim in February for our son's scarring acne issues. We had a referral letter from our NHS GP which we forwarded to them. It took weeks to hear back from Bupa, they have not responded to emails and several phone calls chasing the claim. We finally got to speak to someone six weeks after the original claim was filed. They said that they see no reason why this would not be approved and that the delay caused but seeking clarification about the history of the problem was unfounded. They then called back to say that they would not cover this claim as acne or scaring was not covered by their policy. It took six weeks to get this answer. They offered to cover pre-referral costs - I see this offer as "adding salt to the wound" as they had the information that the referral letter was given to us by NHS GP which would have been free of charge to our teenage son. We have been with Bupa since 2017 and this is the first time we tried to make a claim for our son. We will be leaving their services.