AIG hospital cash back policy

I am very disappointed with AIG. I received terrible treatment from them. One of AIG brokers sold a cash back hospital plan to my parents about 30 years ago. He told them that they will get some cash back for each day spend in hospital. According to the wording of the policy the onus is on the policy holder to prove that their stay in hospital was necessary. My father is 88.5 years old and from 2 years ago in and out of hospital. He was admitted to hospital from 14/05 - 22/05 with pneumonia.(claim nr. ***ZA) I submitted the claim in June. I sent a detailed hospital account, X-ray report that clearly showed that he had pneumonia. I also sent a motivational letter from a specialist, as well as the blood test results that showed the specific bacteria. After a while, Lerato Mapaletsebe, the claim examiner told me that I should sent the hospital file with all the vitals. She is frustrating me very much. I sent her all the info I received from the hospital and also a lot of emails. Yet she is not satisfied and claimed that there all still outstanding documentation. This is absolutely ridiculous!!!!! My dad was again admitted to hospital from 25/05/19 - 07/06/19(claim nr ***4) due to urine retention. An urologist, Professor Wentzel admitted him and put in a suprapubic catheter. He sent a motivational letter for my fathers stay in hospital. Loretta King, claim examiner, sent all the info and documentation to Dr Fredericks, the medical examiner of AIG. He is just a general practioner, but decided that my father stayed too long in hospital. He did not examined my father and yet he decided that Professor Wentzel kept my dad unnecessary in hospital. How on earth has a general practioner more knowledge and experience than a professor in urology??????? It is just another way of AIG to frustrate me and not pay out the claim. His catheter was blocked and he had severe pain. He was again admitted from 15/06 - 26/06/19.(claim nr ***) Again I sent all the documentation. yet the claim examiner is not satisfied. They are frustrating me and think of every reason not to pay the claim. I received pathetic service from Lerato Mapaletsebe and Loretta KIng. The brokers that sell the AIG policy are very eager to sell the policy but not to pay anything.