Apollo Hospital — billing and insurance department

Hi

My father is admitted in apollo chennai, greams road. Bed no. 5247. I had initially raised for a cashless payment on 17th to the insaurence. I had received an message saying some document is missing due to which insaurence approval is pending on 17th evening. Then on 18th morning i asked the insaurence help desk showing the message if there is something i need to do to which they replied no, it will be taken care by the insaurence department. Today on 19th morning i came to check again because still the cashless was not approved and there is a surgery planned today. Today the same insaurence people said that i need to submit a doc copy of admission. My question is why was it not informed to me before when i asked about it on 18th. Today just before going to the op, they are asking all these documents and pay amount.