Family Health Plan [Fhpl] — reimbursement mediclaim

I had submitted all the documents in the month of may 2018 but still this insurance company saying that there is not any medicliam under my name.
I follow up on emalis but still they are not providing any inputs.
What actual process they are following i don't understand.
Is there any one who gets their claim by national insurance company ltd.
Please let me know how can i get my claim.