Still the same ****- non payment of promised benefits

once again I received bills while one of dependents was in hospital. could this please be rectified. I emailed on 20 July - no response so far. Also I was dealing with SR (see details for name) up until March 2021 regarding this and then in April I get non delivery of my emails. Has SR passed away from COVID? Has he resigned. Either way who is picking up on his calls in the directors office? Could these issues please be resolved, and could the issues with SR also be resolved