No Claim Payout

Both Dr Wickens' office and I, have sent a claim in for payment several times, to no avail. We both have reference numbers to this effect, but absolutely no communication/feedback as to why they haven't settle the claim. My email to the Claims Dept on 12 Feb mentioned that if I didn't receive feedback within 24 hours, I would place my complaint on HelloPeter. Clearly, this didn't phase them in the least. Will someone please contact me with feedback?