Cleartrip - cleartrip rejected my medicancel refund despite genuine reason and valid documents being provided

I had booked a flight ticket to Kolkata from Bangalore for *rd Feb on *nd Jan. On **th Jan my twin sister got injured and advised bed rest. I was looking after her. due to this, I cancelled my fight for Kolkata on *st Feb under the medi-cancel policy. the policy states that if a Sickness or injury or death of the passenger or of any immediate family member (parents, spouse, children, parents-in-law, brother, sister) of the passenger or travelling companion (covered under the benefit for the same itinerary and exact same trip duration as the passenger).
i provided all the necessary documents regarding the injury, the medical certificate mentioning, she required bed rest and proof that we are twin sisters.
the refund claim was reject with the reason being a pre-existing condition, how is a injury which happened after the booking considered pre-existing.
i connected with the customer care and reshared all the documents, but now they are asking me to directly contact the airlines, which is irrelevant since the policy is from cleartrip.