The forgotten human behind the unprocessed claim

I have been a member of Fedhealth for decades. What I certainly can praise is that their hospital cover is exemplary. However, year after year my day-to-day dealings remain far below customer service standards. For example, on March 19 I sent through 3 claims. Since then besides automatic receipts I have heard nothing. I have written twice asking where my claims are in terms of being processed - nothing... There is no sense of human understanding or connection that these are not expenses easily absorbed and the payouts should not take so long and with no communication to be processed. It is the exact same set of claims from one practice I have put through for 10 years. I cannot understand why it must take so long. Poor, poor customer service. I have no doubt they can do better. But they are not managing this.