Worst service

Medshield didn’t pay a claim for hospitalization and said I didn’t disclose the condition, I then asked for them to do a investigation as the condition was mentioned to the hippo advisor, now it is since the 5th of feb and still no one came back to me hippo gave me the recordings on there side and it’s on there where the condition was disclosed I have been emailing every one from Medshield but still no answer? Do the do this when they in the wrong?