Feeling terribly insecure after a claim is made

I made a critical illness claim which was rejected since then I have been trying desperately to make contact as I have some questions that need to be answered. I am feeling insecure in the manner in which everything was handled as I was never contacted directly by any person from the claims department only by email. Now when I have sent emails to my Financial Advisor, Kamal Patel and Thato Mahape his Supervisor I am getting no responses. There are several questions that are very concerning example, \Prescription