No refund despite paying for cancellation option when booking

I always used Travelstart and was always very happy...but will never use this company again! I booked tickets, paid a lot extra for a 'cancellation due to medical reasons' option. When my 9 month old baby was diagnosed with ear infection and our doctor recommemded that we can't fly with her, as she will experience extreme pain and we can have more complications I attempted to use my cancellation option I paid for. I could not reach an agent on any platform before our flights despite numerous attempts. Now almost 3 weeks later they inform me very short and sweet that I won't get refunded due to NO SHOW gor the flights. I am extremely disappointed and will not recommend Travelstart to anyone due to the poor after sales service and them not providing services that was paid for.