Kaelo Gap cover

I am so irate and frustrated with Kaelo Gap!!! They are ****s ... the purpose of a gap cover is to cover for any shortfalls when one is admitted in hospital. Now they are telling me stories and refuse to pay the R27 000 shortfall on my hospital bill. What is the point of paying for this then if they are not able to come through for me in time of need? Poor poor pathetic service ... I want this sorted out!