I had a similar issue with non-payment. I always bought travel insurance because of elderly parents. My dad was admitted to hospital and things did not look good at time of admission. I cancelled my vacation and began the process with my insurance provider. I had to get a the doctor fill out a form verifying the reason for my cancellation. But in BC, the attending doctor changes every 2 weeks or so and because a new doctor was now looking after my dad (he recovered since admission), she would not fill out the form. He also didn't have a GP. In the end, I gave up.