No explanation for refusal of medical refundqr

My daughter fell very ill with a tapeworm that laid eggs in her spunal cord and brain. As a result sge was advised by her Neuroligist that she was unfit to fly and we requested a medical refund. With al the MRi scans and doctor letter we just received a refusal with no explanation. So the ticket are cancelled with no compensation. And here we all thought that Qatar airlines rate as nr 1. If you try and contact they just tell you go through your agent booking.com and booking.com says go to Qatar we are just the middleman. Qatar must give the answers.