Bad, bad service

My father and mother have been with Fedhealth for almost 30 years. My father passed away and my mother now has end phase emphysema. According to the top plan on which they were, she was covered for fragile care at home. I phoned in, got my reference letter from the Geriatrics doctor and now it is been over a year and NOTHING has been done on Fedhealth side. What a great disappointment. My father passed away of leukemia, we cared for him at home until his death. That did not cost Fedhealth a sent towards Hospital costs in his last stretch. Can you please help me resolve this or do I need to go to the Ombudsman?