Claim from 12/12/2017 still not being processed

On 12/12/2017 I send in a claim which we had to pay cash for a network doctor in hospital. On 20/12/2017 I mailed regarding the claim that was not captured. On 28/12/2017 I send this in again. On 03/01/2018 yet again with no feedback. This is absolutely unacceptable. Called yesterday and they said we had to wait another week and just keep on following up????? They even had the amount wrong. We need this money and Fedhealth just don't care.