Pathetic Service

On the 16th of June 2024, I had a heart attack. I had a 1 life policy for many years and after coming home for recovery I requested to claim. The first part of my claim was sent on the 25.07.2024. And the balance which we had to wait on the hospital for was sent on the 23.08.2024. Taking into consideration that I had to pay the hospital as well as my family doctor exorbitant fees to complete these forms which put me out of pocket. The email I received was that claim is with assessors and feedback will be provided after 10 days. I sent numerous emails asking for an update after the 10th day and got a blanket reply of we will contact you after 72 hours it would go weeks with no contact from them. I then called them on the 20th of September 2024 and was told by Lereko that they did not have all the documents - why did they not call or email to request for missing documents - and there was no missing documents we just repeated the same email that was sent in August. I then sent all the documents again and was told a response would be provided after 10 days. I called Lereko on the 4th of October and was told she is waiting for a signature and will get back to me at the end of the day. She called me that afternoon whilst I was travelling home and informed me that the claim was declined, she provided a reason that did not make sense and informed me that there is a complaints department that I can contact once I receive the relevant letters and supporting information. She stated that they made a call to me in January which I do not have any recollection of (I am sure my cell phone company will help with that cli report for that month) and asked if I had chest pains. I am yet to experience anyone receiving calls from their insurance company to ask specifically if they experienced chest pains. She also informed me that I no longer qualify for a dread disease claim. This did not make sense either. So it is now the 10th of October 2024 and we still have not received any of the information that she mentioned. I did send an email again on the 7th of October as well as I called Lereko at 1pm and requested the documents as well as supporting documents for the claim being declined and to date i have not received anything. On the 4th she stated that she will send through the recording from January if required and then on the 7th she changed her story and stated no she cannot supply anything. Let me also express that on the 17th of September I sent an email to the complaints department requesting assistance for feedback and to date i have not received any feedback from them or assistance on the original claim forms that was sent as i was not getting any joy from the normal email address. In total I have sent 15 emails to them and all you get is a standard we will respond in 72 hours. How does an insurance company run this way. How is it that we must continue to contact them but they do not provide any proper feedback. Where is the decline letter and supporting documents. Are they waiting for the time to lapse and then say we cannot help as its past the timeline. Will the letters be backdated in their favor. This is really unacceptable. For me to take this matter further I would require these documents. Pathetic service. Great how you are quick to increase and take my premiums but are not forthcoming with information.