two months later and still waiting

My Mom went to the opthalmologist on the 18th of Feb. She had to pay and then submit claim to get reimbursed. I emailed claim the very same day. When I phoned the other day to enquire why member hadn`t been paid yet I got told the systems had been upgraded but it would get paid shortly. This was about 2 weeks ago. It is now the 17th of April and my Mom is still waiting for her money! 2 months later!