Customer Disservice

I am very unhappy with the customer service offered by Fedhealth. My elderly mother is suffering from Dementia/Alzheimers and we urgently need to know the scope and limits of what her top medical aid scheme offers in this regard. I have signed the consent forms to be able to receive information about her benefits etc. However despite a number of emails to the Members ********** requesting a human consultant to contact me to discuss this, I have not had any response. Contacting the Call Centre is no better as one is transferred from one menu option to another with no human interaction seemingly available. Customer Disservice!