Exceptionally poor service (in fact non-existent service)!!!

I am not sure if other members have been experiencing the non-existent levels of service from Health Squared but this is now my last resort for someone to actually constructively respond to my mum. My mum and dad were both diagnosed with covid in February this year and both were critically ill in ICU. We sadly lost my dad and needless to say, the bills keep coming. My mum is on a premium package with this scheme and is paying an astronomical installment every month but I cannot seem to get them to reply to any of my many many emails and telephone calls since July 2021 with regards to a claim to pay their Ampath account which is long outstanding. I was told on a call in August that the matter was being escalated but to date have had no feedback - not even their generic reply to say they received my email. Neither their claims nor their client services replies to my 6 emails to date so I am hoping (in fact praying) that this post will expose their exceptionally poor customer service (and care) and I receive some constructive feedback on my mum's claim. Membership No. 72753.