No reply from GetSavvi as to why claim has been rejected.

I have requested my refund on 29 July 2021 and have been send back and forth with replies from GetSavvi not clear on what they are looking for. On Friday, the 13th Aug 2021 I get a email stating that my claim has subsequently been rejected due to it being not medically justified. Seems like one cannot appeal their decision as I have requested that a senior person review the claim and provide cause for rejection. It is now 72-hours+ later and I have followed up without any feedback from GetSavvi - (Are we still living in 1985 where appeals are not allowed? and your promises on your website state - to go the extra mile; to be the best; to treat members with dignity and respect?)