Disappointed!

I am extremely disappointed in the lack of communication and lack of empathy from Bonitas. My dadis a registered oncology patient. He had to apply for ex gratia for treatment needed for his cancer as its not covered by his plan. This was done on the 20 October. Yes I understand that the process can take up to 30 days, however surely if it is being reviewed by medical departments or case managers with medical background (which I would think is needed) they would see that it is acute cancer. Quite serious from what the doctor explained. I can understand there are many applications to be reviewed, but a form of triage could surely be followed to distinguish which matters could possible be more severe than others. Prior to applying (and the main reason), my dad was in hospital for 2 weeks, due to his health.(you will see this on record) This was a stressful and emotional time for the family. Hearing from a doctor this treatment is urgently needed and is a matter of life and death is not easy to process, but somehow this doesn't seem to matter to the process or departments needing to process this request. I have spent endless times calling department after department, sending email after email, just trying to get some sort of feedback, but with no luck. Being told not to call so many times as I'll only frustrate myself, believe me not hearing anything is even more frustrating, more stressful and making the situation even more emotional. I even called the oncology department this morning and was advised it's with the scheme, I asked for contact details or an email and then get told to call customer service.... So please tell me what am I to do?? How do we get some sort of feedback in order to move forward. Ref number for ex gratia application: 201021QV1TDJ