Medical aid/ insurance not being clear about claim.

I was on this medical aid/insurance for the past year. they told me I was covered for GP visits, ambulance services and hospitalization in the event of an accident/ trauma etc. some of these benefits that I was covered for are also displayed on their website. I was on the flexicare plus cover. As life would have it I had an accident last year which had me hospitalized for 6 week. I went to a hospital which told me that I could not stay there because flexicare, doesn't cover accidents and that they only cover the transportation to the hospital. I was than sent to a public hospital, which I don't mind. the problem is that I have been paying these people for a year and when I need them they tell me that am not covered.

Naturally I took steps to make a claim for this incident. I first cancelled their services after I had expressed to them my disappointment, then I was told that I can still make a claim because when the accident happened I was still covered by them. So I sent an email with the dates and also asked them for a refund I was not happy, so over the cause of the year (A WHOLE YEAR) they tell me that my claim is a stale claim and that it should have been sent 3 months after the accident, which is funny because in the long chain of emails between us not once did they tell me that my claim is stale! and now they are still making me wait for assistance. I have proof of all my payments and even emails that were being sent to each other.

I need help on how to move forward with this because I cant be made to pay something for that long and be unable to use it. does this mean I was paying for nothing? am wrong to ask them to refund me for the payments I had to make for both the ambulance and hospital stay ? also paying for the brief stay at the private hospital where I was sent to after the accident?

Asking for a solution for this problem. Tsholo unhappy client!