Universal Sompo — no proper response/ working on insurance claim

I got my mother admitted to Medicover Hospital in Hyderabad and have submitted the relevant documents for cashless hospitalisation. I got an sms from the insurance company with the reference no 199753 on 29/12/2019 evening and another sms with the reference number 199754 on 30/12/2019. The hospital has contacted the insurance company 6 times yesterday and got a response stating that it would be done in 1 hour every time they called and in a very rude manner. I got the same response as well. I called the customer care and the first time I called, the person said there is no update and the 2nd time I called I was told that they can’t see any information and I was given a reference number 5814127 for priority callback within 1 hour at 7:25 am today. Not sure if I will get a call back AFTER THIS HORRIBLE EXPERIENCE. Two different replies from the same company in a matter of 30 minutes. I was lucky to get connected to the customer care number that quickly. HORRIBLE CUSTOMER SERVICE FROM THIS GOOD FOR NOTHING FRAUD COMPANY WHO CARES A DAMN ABOUT ITS CUSTOMERS. My mother’s operation is today in sometime and the hospital staff are asking for an undertaking that states if the company doesn’t process the request, then I would have to pay the bill and they have quoted about Rs 4 Lakhs for the operation. WHAT IS THE POINT OF TAKING INSURANCE IF THIS PATHETIC INSURANCE COMPANY WITH ITS GOOD FOR NOTHING BUNCH OF STAFF DON’T BOTHER TO WORK? I HAVE BEEN PAYING THE PREMIUM EVERY YEAR FOR ATLEAST 8 YEARS AND THIS IS THE KIND OF RESPONSE THE CUSTOMER GETS AND THAT TOO THIS IS THE FIRST CLAIM. I WANT ALL THE PREMIUMS TO BE PAID BACK TO ME FOR ALL THESE YEARS AND FOR THE INCONVENIENCE CAUSED FOR THE LAST 2 DAYS IF THE COMPANY HAS NO INTENTION OF PROCESSING THE CLAIM. I WILL ALSO WRITE TO THE INSURANCE OMBUDSMAN COMPLAINING AGAINST THIS GARBAGE COMPANY.