No feedback on in hospital CT scan claim

Mrs Pretorius was admitted to hospital on the 22nd of January. A CT was done in hospital. According to her medical aid plan CT scans will be covered in hospital. There was hospital authorization as well. I have submitted the claim on the 30th of January. I never got any feedback on this. Tried to follow up twice by emailing the claims department again. Also tried to phone but without any progress. What utter **** service. Its almost a month and absolutely no one has send an email back if they need more info or whether the claim has been approved or not. We are talking about a 78 year client of yours and you just do not care about getting the claim sorted.