Covid -19 and No Service

I have submitted my covid -19 claim 4 times each time I receive an electronic message stating that more documents are needed. I have submitted all I have. I then contacted them to try and resolve what else they need after 6 phone calls I am very willing to wait in the queue for my turn, they end the call without taking my call. As a citizen I am compliant, I wear my mask, I social distance, I sanitize O yes and I pay my membership every month I have not skipped a beat. I was informed by my employer that a colleague tested positive and after showing symptoms I consulted a medical practitioner who referred me to be tested. I do understand high volumes, what I do not understand is when you wait your turn 6 calls later each of them ended in the person on the other side "killing" the call.

All I now want is someone to contact me to assess what it is that I need to submit in addition to what I have already submitted for them to approve my claim and pay back my money.