No Service

My daughter was in an accident in France. We took out Travel Insurance from TIC as we usually do. This was however the first time we had to claim. I followed the claim process from the very start when the accident happened. I have been receiving a acknowledgement of receipt of the emails immediately and then after a day a reply saying that it has been sent to their partner in France for payment. After that I assumed that payment was made. The past week I have been receiving final demands from the suppliers like the Laboratory that did the blood tests demanding us to pay as they have still not been paid. The Laboratory Statements and invoices I have been sending for the fourth time now and then all reply that I got is that they will send it through to their partner in France for payment. It looks as if they send it through to the partner and then they don't follow up to determine or confirm that it is paid. It is also embarrassing as the lady my daughter and I are staying with gets the calls from the service providers that they are not paid. She received a call today from the lab saying that we MUST pay today. What is worse we get emails to rate their service....with NO service provided...please tell me what the purpose for travel insurance is? Is it to satisfy VISA requirements only???