Absa bank hospital cash back policy

I have a hospital cash back plan which came into effect 3 months ago. They policy was done over the phone and I was told that I am covered for R600 per day in hospital. After being in hospital and putting in my claim with all information from the specialist I was told they now need 12 months medical history which was not the case when taking out the policy. Why did they not ask me for my medical history prior to accepting me for the hospital cash back. I have never had any issues with the cash back plan I have with Nedbank who does not require a medical history. Absa needs to train consults to give full details of what is required b3fore selling their products. Disappointed with the bank who I have been banking with for over 15 years.