fedhealth medical scheme

in october we submitted an application for assistance on an urgent matter, on every query you just get a reference number and a mail saying that they now need this or that document (which was already submitted) , and once again about 10 times. We were advised that the application would take 3 months to process,but now we have received a ail advising that the application will only be submitted before the board towards the end of February. This assistance is in extreme urgency for a patient