Star Health Allied Insurance Company - wrongful deletion with out proper information or update

I am writing to formally raise a concern regarding the handling of my health insurance policy (Policy Number: **************) and the subsequent claim process. Below are the details of the policy and the issues encountered:

Policy Details:

Policy Number: **************

Insured Members:
Rajesh Nallamalli
Chithiral Veena Vasanthi
Nallamalli Yasassri
Nallamalli Bhavesh
Nallamalli Anuradha

Invoice Value: ₹**,***/-
Policy Validity: **-Aug-**** to **-Aug-****

Incident Details:

On **th May ****, my mother (member - Anuradha) had an incident where she fell in the bathroom and was admitted to Manipal Hospital, Bangalore. When I attempted to use the health insurance policy, I discovered that my mother's ID was not displayed in the app. Upon further investigation, I found an email from Star Health Insurance dated *st April ****, stating that her membership was deleted due to a verification call regarding a surgery done ** years ago, which was not declared as a pre-existing disease (PED).

Communication Gaps:

The agent assured us that the hardcopy of the policy would suffice for hospital admission, but the member ID was not found in the hospital's system.
Neither the agent nor the Ongole office manager had any information about the deletion of the member.
We did not receive any formal letter of rejection, updated hardcopy of the insurance, refund for the member deletion, app notification, or customer care call regarding the deletion.
The deletion email was only discovered on the day of the incident.

Financial Impact:
My mother was hospitalized for almost ** days, incurring a cost of approximately ₹*.* lakhs. To cover this amount, I had to take multiple loans and use credit cards.

Request for Resolution:
Given the significant financial burden and the lack of proper communication from Star Health Insurance, I request a full refund of the amount paid at the hospital.

I trust that your team will treat this matter with the urgency and professionalism it deserves. Please acknowledge receipt of this complaint and advise on the expected course of action