Useless with their correspondence

What a useless medical aid. I deal with them on behalf of my 86 year old great Aunt. I have been emailing since the 3thrd September to find out why they are not paying for her chronic medication. They have said her medication is acute and she has no funds left to cover it but according to her doctor it is chronic and Spectramed has a copy of the script for their approval. The staff never respond to your queries, always giving vague answers that don't make much sense but say you can phone them if you are still unsure, how hard can it be. You need a medical aid in this country but it will certainly be the death of too!!!