No feedback on claims for 2 months

I was on the BonComprehensive cover until 31 December 2015. In mid July, I had exhausted my day to day benefits and had a threshold to meet before the unlimited benefits could kick in at the recovery rate of 75% /25%.I have sent all receipts to the claims department and the scheme acknowledged receipt of the claims. I contacted the scheme on 21 January to ask if there is any progress on the claims processing and the lady by the name of Sarah Lee Benjamin assisted me and said she will get back to me. It has been 2 months already and when I try to call her she is either not available or busy on another line. CAN I GET VALUE FOR MY MONEY?????