Absa life insurance a *****

Absa life insurance is the pit,when it comes to claiming they give you the run around, they keep coming with every excuse for not wanting to pay the claim. Its been a year since my brother passed and absa life insurance is refusing to pay taking us from pillar to post and we've 'gave all the paper work they asked for now their latest excuse is they want his medical report of 2019 when he was still alive,went they supposed to ask the deceased for the medical report when he was still alive? Honestly my family is tired of their nonses and we taking this matter to the ombusmand