Standard bank hospital cash back plan

I have a hospital policy plan with standard bank, I was in a car accident In April 2018 which I had a T6 spinal fracture, I submitted all documents required and what was asked for up until now I still don't know what's happening,I send the assessor numerous emails because she told me it was going to be finalized, that was about two weeks ago and she just went silent evens though I asked feedback. The 1st of August 2018they deducted policy money again, quick to take money. Really bad service. 3months.