All I want is confirmation?!

I am a member of Discovery Health, Life and Vehicle insurance. I am also signed up as a vitality member. I was able to reach my vitality goals every week, I was on a streak of approximately 21 weeks. I sustained an injury where I tore my ACL completely, Medial ligament (half) and damaged my meniscus disk in my left knee. I app**** for the Vitality review team to please consider reducing my vitality points as a ACL reconstruction takes 9 months to a year to heal completely. I filled in the review forms and sent in medical certificates as requested. To date I have not heard any feedback as to whether the documents have been received, if extra documents are needed? I then sent a follow up email requesting confirmation of my vitality review request and heard nothing. Sent a query through the website and got the general reply from a Khanyisile Hlatshwayo who did not even read my query as she sent the Vitality review form again. I have filled this out and sent it through twice with my medical certificates. I want to get some confirmation! Is the review in the system?! Your response would be greatly appreciated.