did not pay for my claim

I took a hospital plan with virtue in +-2 years ago, this year in July i was hospital for sinus operation i emailed them to enquire about claiming, they asked for the required document s which I've submitted all of them. I phoned and emailed them enquirring about my claim, told me to wait after 2 months they phoned and me that my claim fall under investigation cause it looks like a ***** they will investigate first but they are still deducting money from my account