Scam.

When want claim they tell you to use your own money to pay first and claim later.
Now, under emergency how people can suddenly get a few hundred thousand for surgery?
Later claim also not guarantee they will approve the full amount.

Then it's time for you to do homework and see if it is still active. If it's active, see if you want it. Is the protection enough? If no, surrender the insurance and get a new one.

You should always review your insurance at least once every 5-6 years.

Also if you are getting new insurance, think, do you want to pay for ILP or standalone? Standalone is pure insurance only. Nothing else. All agent will push for ILP cause it's more pricey so they get more commission.

Never stick to one company. Shop around for best value for money.

why is this the case?
your father did not admit to panel hospoital which can accept GL from your insurance provider?