Claims not loading

Writing this on behalf of my mom who has had 2 severe strokes in the last 90 days, she is not doing good and her outcome looks bleak. I have good service from Fedhealth for her PMB condition, but the call centre agents are not jacked up and that's frustrating when dealing with your moms health, benefits etc,. I have been having hassles for the last 3 weeks trying to log into her profile and view her claims which don't want to load, which means I cannot check them to see what is been done to her, what is been paid and outstanding. Have spoken to 3 call center agents regarding this, got reference numbers, chat transcripts.....still nothing and I still cannot view the claims.