Apollo Munich Insurance - Travel insurance claim declined

My retired widowed mother aged ** fell ill, suffered multiple fractures while traveling to Europe in July. She was alone. One family member flew down the next day to look after her. She stayed in hotels that were booked at exorbitant rates last minute in holiday time in July. Apollo Munich which is her medical policy company was immediately informed. They replied saying any doctor, hospital, outpatient treatment can be sought. All original bills, test reports, prescriptions, MRI and blood test reports, medicine bills were submitted after returning. She ended up returning after canceling her original flight. She was booked in hotels and transferred to different hotels on multiple occasions as we could not afford the rising costs. In the bargain, she had a second fracture causing more trauma and expenses. Apollo Munich has declined Full claim without any explanation and neither returning original documents. Several mails, letters, phone calls have not been replied to. This is causing a great deal of trauma to my aged mother, she has taken loans to pay for her medical expenses, is undergoing rehabilitation due to multiple fractures now in India and trying to get some proper resolution to this case. This is pure harassment, high handedness, insensitivity to how difficult it is to find help, medical aid, appointments, funds, and hotel rooms in JULY-August in Europe. Her new flight ticket costed her an extra major set back.