Ex-gratia?

My brother was diagnosed with Crohn's disease early this year and the medication costs have shot up much faster than we can handle, so we app**** for ex-gratia in May. Since then, whenever we try to find out the outcome of the application, we're told that they'll get back to us when they've decided. In the meantime, they won't clear some of the medication he needs to be taking. It's been 3 months, and my brother is in pain everyday. Today, I tried to get some advice for a way forward via the call center, and the moment that I said ex-gratia, the lady on the line hung up on me! I called the number ***which is recommended on the ex-gratia application, and she hung up before I had even explained the situation, less than 30 seconds into the call. And that's after I waited on the line for 4 minutes for assistance... All we want is the outcome of the application. If it's a no, just tell us please. It's cruel to dangle a possibility before us like this, when things are so hard. We are at a loss as to the treatment we are receiving right now.