UNACCEPTABLE CUSTOMER SERVICE

My Mother is 92 and can no longer phone in and use the current system to be able to speak to a consultant. Currently I am handling her queries with you. I have had 2 instances where I need information rather urgently but there is never a reply to my emails. It is terrible service and causes a lot of stress for the elderly. Just a simple question to find out if something will be covered by her medical aid is almost impossible!