Bonitas - bad service / medical aid

I emailed Bonitas on the 22nd August 2021, advising them that my wife was diagnosed with cancer. They sent me a reference number 220821QR96BP telling me to send all correspondence to them and quote the reference number. I am out of the country and paid cash for all my wife's treatment. I forwarded them all the hospital records and the bills. To date I have not heard from via phone or email even though I emailed them telling them how to contact me. They can contact me via WhatsApp *** or email me, ***.