Not responding to claim.

On the 17th of December 2015 I instituted a claim for optometry visit and glasses bought. I paid for the said visit and glasses out of pocket and then tried to input a claim on their self service portal only to find out there is no input for specialist visits on their website. I then phoned them and was given the e-mail address [Email Removed] This e-mail kept on rejecting and I then sent the details to [Email Removed] I was also promised a callback by one of their agents prior to sending the e-mail to [Email Removed] This e-mail was sent on the 31st of December. It is now the 7th of January and I have yet to receive my re-imbur*****t, e-mail or call from them. Needless to say I have cancelled my membership with them effective 31 Jan 2016. However, they still owe my the optometry claim.