Extremely Bad Service when you have Cancer

My mom has cancer and I just cannot get them to come back to us with info on her oncology benefit application, I have sent all the docs to authorise me to act on her behalf, but Discovery (LAhealth) is useless, unfriendly. they send you a ref number but never call or mail after that, when you enquire about it they send you from pillar to post with all the excuses in the world why it is your fault they cannot help you! extremely bad service!