Discovery unresponsive

I've twice sent a query in the last two weeks, with accompanying attachments, regarding the extent of my cover for a rather urgent consultation. According to Discovery, a consultant is supposed to get back to me in 2-3 business days, but I'm still waiting for a response. I'm the sole caregiver at the bedside of a terminally ill parent, so I don't have the time or energy to sit on the phone, waiting to speak to a consultant, or to explain my question in detail (hence the detailed message I sent along with attachments). Can a consultant please review my question and get back to me, preferably via e-mail (a short yes/no in response to my question will suffice)? The reference numbers I received when I submitted my queries were *** and ***.