Europ Assistance rather no assistance

My mother has been to hospital in Australia, and she's got cover with Europ Assistance through her medical aid. All the invoices have been sent to them and to date we have had no correspondence from them or any acknowledgement that they have received the emails.

The hospital and the other service providers are waiting for the payments to come through. The service is poor. I hope that they pay this soon as this is placing unnecessary stress on my mother.

We also asked how to go about if she want to extend her cover and also haven't received correspondence in that regard. I hope this gets resolved.