3 months to claim,being ignored, resending docs over and over!!! totally useless

i have been trying to claim money back that i had to pay for my mother to be admitted to hospital. i have sent and resend all the required documents over and over again and still no response. it is the most pathetic medical aid i have ever dealt with. what a disgrace. struggling for almost 3 months to do a claim? and they do not give a **** about their clients. ignoring all emails. cant resolve anything by phone. useless to say the least.