Fedhealth- as part of your "family" why will you not answer my queries?

i require blood test on an annual basis. my GP would like to do a whole host of tests but i am keen to have done the ones that Fedhealth are willing to cover considering my package and chronic condition accepted. i have tried to chat to their people which takes literally hours to do and then get " get the codes and we will check" so i must take time off, get the codes form the doctor then check with fedhealth, then ( and this is going to take some time for sure) then gtake time off and have the test done. all i require is what they will cover, this cannot be difficult. i have emailed etc etc but i don't even receive a response! pretty **** service i'd say!