Nationwide quietly dropping us?

To make a long story short, we have had multiple pet insurance policies through Nationwide and have unfortunately been pretty heavy users of our plans.

We have spent and have been reimbursed for thousands of dollars on our policies, and added a couple more pets at the beginning of this year. Our payments have been taken via autopay every month with zero issues.

One of our recently insured pets had to undergo some pretty expensive services, and although Nationwide had paid out on some of this pet's claims before, all of a sudden, they started declining the claims for the more expensive services due to "medical records required". It seems like they saw the cost and decided to try to squeeze out of paying their share. I called in, asked what they needed, sent it, and my vet also sent it, and I resubmitted the claim. They declined the claim again for the same reason, "medical redlcords required". At this point, it has been over a month since services were rendered. When I called in again, they said that they didn't receive the info, even though they got multiple copies from multiple sources.
They started playing dumb and acting like they didn't realize they had the info, and said that they would send the claims for review.

I happened to be budgeting today and I realized today that Nationwide skipped out on taking our auto-payment this month for the two policies that we added at the beginning of this year, and in order to make an online payment, I would have to pay their policies in full.

I have a feeling that they fully intend on trying to make up some reason to disqualify this pet now after seeing that they have to pay out, even though they agreed to cover them, and it looks like they're quietly trying to force these two pets off from their policies.

Does anyone have any input?

TIA