Claims not being processed

This is the third complaint I've had to post to Hellopeter as I have exhausted every avenue and it seems like this is the only place I get assistance. I have submitted my hospital bill over a dozen times over the past month and I am getting no feedback or acknowledgment of receipt. I have tried via your online portal and your claims email address. Two weeks ago I followed up and was told it was received and I was given a reference number but upon following up again, I am told they have no record of the claim nor the reference number I was given. In combination of the hospital supplying me with a late invoice and Fedhealth's inability to process my claim, I am now days away from the 4 month cutoff to submit the claim. I refuse to pay an account that I have preauthorisation due to Fedhealth's inability to process claims. Please can someone get back to me urgently to help process my claim.