Poor Service by FNB health cash plan

I am a FNB cluent for many years.I am a widow and sole breadwinner.I have taken out the FNB hospital cash plan..I have an emergency back surgery done three weeks ago..was in hospital for three days.I put in a claim with FNB ..send all the necessary documents completed by the surgeon with oroof of hospital letter..x-rays iof MRI scan and they decline my claim??I am very upset with their poor service.And wont recommend their Health cashplan to nobody!!