Zestlife has no Zest

I am a cancer survivor. I have recently had three procedure in hospital and now I am TRYING to claim back my co paymens and other small amounts from my 'GAP COVER' Not only have i sent the same docs OVER AND OVER AGAIN. i CANNOT GET ANYTHING OUT OF THEM, I phone and then they say yes it is processed and I wait and I wait and to no avail just to get another e mail asking for the EXACT same documents. Pleae can I have an answer, where is my money?