NO FEEDBACK FROM STRATUM

Its been more than 3 weeks since lodging a claim and i have yet to receive a follow up e-mail , feedback or response from Stratum,and after every call to their offices the response is someone will get back to me. I am currently undergoing chemotherapy and unfortunately my medical aid has exhausted its 12 month funds, So I am now responsible for 20% which is the reason for the claim. Stratum accepted the claim and explained that dependents on a policy are only listed when a claim is lodged which makes no sense as to why i still have not received any feedback on whether documentation is correct or progress of claim.