Elixi Gap Cover by Talksure Theft

My wife has got a policy with Elixi gap cover, and 23 November I had to go for a knee operation where I had to pay R7300 upfront. Before I went to the hospital we contacted the gap cover and they assured us that we will get the money back if we submit all the documents. After we submitted the documents we were informed that they are not going to pay the money we have paid. This is nothing else than theft.