Claim not sorted since 7th Jan

I am highly upset with the service I am receiving from Fedhealth the service of fedhealth has dropped!This is the second claim I have to follow up on before I never had to. I emailed a claim on the 7th Jan till now its not sorted. I emailed on the 13th again and get a response on the 18th from Leota i need to send the details but i did on the 7th. I called and they said they have it and will forward the details again! Does Leota know how to do her job! I asked to email the manager and the call centre agent said email and say attention manager and the manager will respond It is now the 24th n I have had no response not even from the email I sent addressed to the manager is this how the claims will always work! The service standards have dropped from what it use to be.