Unresolved Hospital cashback claim and bad service

Hello Peter. I am writing to you because of the bad service i have received from IUA Business Solution in my hospital cash back claim under Edgars.

I was admitted at the public hospital on the 02/02/2024 for labour, i gave birth on the 03/02/24 and was transferred to maternity ward on that day and my baby was admitted to the baby’s ward on the same day to be checked. i was then discharged on the 5/02/24 and my newborn remained at hospital for further checks. i informed my insurance of what had happened, and they sent me forms to complete and did fill them and send them through with the required documents. One of the forms is a hospital claim form which a doctor had to fill in the details and date of admission which he did as he had to request my file to get that information, so i submitted the documents to the claims department and they said my discharge summary does not state the day of admission, i went back to the hospital to get assistance and the manager at the enquiries desk and the ANC did explain to them that their template for the discharge summary does not include admission date on it but delivery and discharge date. He also advised the consultant that if they need confirmation of my file details, they need to pay a fee to get the file released to them so they can get their required information but the insurance don’t want to pay that instead they keep asking me to get contacts of someone in the hospital who can confirm for them that my admission and discharge date is correct. I have been calling this insurance for updates with my airtime and they keep telling me that when they call the hospital they not getting through, I had advise them to call the doctor and informed them that the information filled was done by the doctor and don’t think he can provide false information but they say they not getting hold of him and this will affect my claim, not bearing in mind that i was going to hospital to get that information with stiches and that had I had left my new born baby at home who needs my attention. The consultants i have spoken to were not efficiently assisting me as they were taking me from pillar to post as if the information i was giving them was not accurate. On the 9th of March i received a letter from them informing me of increasing premium but they have not solved my claim. How is this fair on me as a client, i am paying for a service but not being assisted as i should. I am very sad because that money was going to assist me to get some of my baby needs. I am not happy a client with this hospital cash back claim as this is my 1st claim since i have taken the policy with them since 2012. The service i got and am getting is not pleasing and yet when they collect my premiums every month, they get it without delay. When I call in the complains department my line gets cut off while I am holding, which show me that even if i write an email they won’t reply hence i am asking you Hello Peter to help me get this matter resolved.