Hospital cash plan claim declined without reason

I have had a hospital cash plan since May 2018 and had to make use of claiming from it last week for the first time.

After submitting my claim, I got ONLY a SMS stating that the claim was rejected. Not giving me any reasons and I have received no email to date stating the reasons.

I have been trying to get hold of the hospital cash plan department for a week now, this is after holding online for over 20 minutes, sending emails and leaving messages.

I need a manager to phone me regarding this. Not an advisor. Pathetic service!!