getting no help

To whom it may concern, I am a member of Bonitas boncap and my member no is *** On 29/07/2019 a claim was sent to the medical aid regarding the changes to be made to the prostesis on my left leg which I received in august 2018. The claim was sent in by Carsten Orthopaedic at what time a reference number was given to them Ref 010819QK8G2T, they also said that it could take up to one month for authorization, which we accepted. But today is 11/09/2019 which is way beyond the one month they said it could take, in the meantime because I am offbalace I fell and hurt my arm badly and it took more than 3 weeks to heal Could you please help Regards Leon Potgieter ***