Medi Assist India — reimbursement claim rejection

Address:

Bangalore, 560036

Medi assist does not have a proper policy designed. Before the claim, they told they would definitely reimburse it. But after submission of claim, they say it can't be claimed.
I also have a mail where they try to apologise at the end for their fault. How irresponsible are these people to play with others life?

I have attached their mail of apology.
They have not given the compensation for their act.