No response

I wrote an email to my medical aid on the 16th of April and did a follow up the following day but I haven't received a response till today. I contacted the medical aid directly as this is a very private matter and I do understand that there are unsettled matters between my employer and the medical aid. I would like to address this matter directly with the medical aid first before any other parties. I have been honouring my side as a member and my medical issue is very urgent. I would like the medical to urgently attend to this matter.