[MA] How do I force IMG Global's medical insurance to honor their agreement?

A relative has IMG Global insurance. Most of her claims were denied as pre-existing conditions or not covered.

- Before any procedure was done, IMG Global was contacted to verify the procedures were covered. IMG Global not only stated they were, they told us where in the guidebook it shows they were covered (over a phone conversation they claimed was recorded). These procedures were denied as "not covered."

- Other claims were denied as pre-existing conditions, which is bizarre because some are for example, clearly caused by RSV. IMG Global's explanation is that they have internal experts that determine if something is pre-existing or not based on the type of tests performed. They refuse to elaborate on to how the internal experts came to their decision that these are pre-existing conditions.

What can I do? I am currently reaching out to an attorney, have plans to reach out to the attorney general, and am reaching out to state-run elderly programs for support.

I am watching an elderly person deteriorate because she is terrified of going to the hospital to put the family into medical debt on account of past experiences of IMG Global denying what she and others seems belive to be legitimate claims. Legitimate claims that IMG Global themselves agreed were fine before and covered the exact procedures occurred on the exact time stated. I belive these denials are putting her life in danger, as she no longer trusts the system.