Pathetic service and feed back

Worst service ever, my mom had an operation in November 2020 and we are still struggling to get feedback from Elixi gap cover, it takes repeated emails and telephone calls and still no official feed back, we have dr and hospitals calling on a daily basis wanting to know what is going on and we have no answers. they have lost some of the invoices or just dont ask for more info until you phone them for an update and then when you sent more info you have to call again otherwise they dont see it as being received. How is this professional at all? Will never recommend anyone to use this company.