Industrial Alliance Insurance and Financial Services Inc. review: Wrong claim advice to stroke hemiplegic patient causing additional unnecessary suffering, stress, and expenses

My partner, a stroke hemiplegic patient provided me permission to write on her behalf. On 11 May, my partner emailed to ask for her coverage for stroke. Industrial Alliance's (IA) Claim Specialist replied only with a Claims Form Kit for "Critical Illness" without further details. My partner repeated her question and the Claims Specialist replied with specific stroke criteria. We booked an appointment with our GP, who confirmed that the stroke met all the insurance criteria sent to us. We then paid $80 for the medical report and filled in forms to submit the claim. After submitting the claim, the Claims Specialist said, "Your claim is denied because you are not covered for Critical Illness". I filed a complaint via IA's web form, which said I can expect a response in 5 days. I have received zero responses. This experience has wasted a stroke patient time, energy, and money and caused a high-level amount of stress, raised blood pressure, and bringing risk of a second stroke.

IA also did not respond to BBB.org:
Date Activity
10/05/2021 Case Closed - UNANSWERED
10/05/2021 Inform Business - Case Closed UNANSWERED
10/05/2021 Inform Consumer - Case Closed UNANSWERED
10/05/2021 Inform Consumer NO RESPONSE from Business
10/05/2021 No Response received from Business on 2nd Notice
09/24/2021 Second Notice to Business
09/24/2021 No response to first notice to business
08/24/2021 Send Acknowledgement to Consumer
08/24/2021 Complaint Reviewed by BBB Operator
08/23/2021 Complaint Received by BBB