Dissatisfied client

I signed up a contract with crisis shield for hospital cash back plan.My plan was to join me,spouse and my children under the age of 21.My representative was Steven and I was told in terms of claiming I should provide a fully completed claim form,discharge form,ID copies and proof of account.I was never told that they neec an affidavit however I comp****.The next thing they ask for hospital bill.I had to call the hospital from September 12 until today asking for hospital bill.Finally I recieved it today and I submitted it to crisis shield.For the 3rd time they are telling me that "we can not process the claim,we want the diagnosis" the same diagnosis that is written on the claim form.I am assuming they do not want to pay me because as a company if you want to validate more information that is not specified,you simply call the hospital of the treating doctor.So Im puzzled,I do not know if this is a fly by night or daylight *******??I do not trust them anymore.