Max Bupa — not processing the claim

Very bad experience with max bupa. We have 3 family policy with maxbupa. One for my mother and father. One for my brother, his wife and kid. One for myself, wife and kid. We are continuing the policy for the last 3 years. My parents policy is also 3rd year but there was a renewal gap of 2 months after 1st year. We bought it through federal bank and without any second thought we trusted it. Now when my mother got hospitalized in the month of july 19 they have rejected cashless first. Also when we contacted the customer care we received a very bad response even when the family members are in difficult situation. They did a direct verification at hospital after surgery and told that will reimburse immediately. After the surgery its been almost 5 months still they haven't given the reimbursement. Every month we had to submit some certificate of doctors and still in pending status. Every month spending time and money for getting the docs from hospital and calling the customer care.