Shocking service bo update on claims submitted

Shocking service! The only time that I hear from them is when they're are going to pay a provider but when I psy the providers and submit a claim I DO NOT HEAR A WORD!!! I've emailed the claim documents 3x yet they can't find some of the claim documents even though yhey were all sent in the same three emails. I've called and I am getting nowhere. I've logged into the Family Room to see perhaps there's some good news there for me!!! Nope! The Excel document doesn't open. When can I expect my reimbur*****t Fedhealth?