Poor service

Hi there I have a problem with this medical insurance, my wife took up hospital care with the insurance and we have paid two debit orders now since this pandemic we were not able to continue with the insurance and we did call them and inform them of the situation. We were hoping to get some reimbur*****t now they say it is our loss they won't even give us a cent of the monies we already paid, of which I find it to be unfair practice.