Disappointed and heart broken

I have been trying for Dischem and Kaelo to pay my claims for health insurance when my sin got admitted ti hospital and till today i have been calling daily but payment have still not been made. They are the worst!!I asked for an authorisation for my grandmother when she was taken to casualty for a stomach injury while she was had a heart attach and nothing was done,i had to take her to government hospital where she passed on a day after that. They lack professionalism and should be investigated by an ombudsman for misrepresentation when selling their products which is not in-conjunction with their delivery.