Take responsibility for misinforming me

I have Gap cover with THE UNLIMITED. I submitted a claim which was then rejected. Upon asking why my claim was rejected I was told I was not covered for hospital shortfall. I requested to have a copy of my phone recording whereby I was informed of my cover. I received the recording via email. It clearly states that I will be covered. All I received is an apology from the call center for misinforming me, and I'm now having to pay my hospital shortfall, even though I pay GAP cover monthly!! Since 2021. I put in 1 claim and it's rejected due to misinformation Take responsibility