Loyalty is not worth it

I have a personal loan, bond, credit card, Cheque account, overdraft and savings account with Absa. I have been banking with absa circa 25 years. I had a mild heart attack as per the cardiologist and his reports in November last year. I put in a claim in January this year. My claim was declined and thereafter I followed the internal process that thy have before going to the Ombudsman. The last step was to send an email to their complaints department which I did. I called them last month to follow-up and was told that it still within the 45 days turnaround time. Now it's over the 45 days and still no feedback. I called back last week and was told that they will get the complaints department to call me and provide feedback however to date I have not received a call or feedback. Treating a customer of circa 25 years in this manner tells me that I should move all my accounts away from them especially knowing what I have been through. Please check your policies with them and ask questions because when it comes to claiming they will look at everything not pay you.