NO RESPONSE ON INSURANCE CLAIM

Good day I want to complain about African Bank's service, me and my wife are clients off African Bank my wife had a stroke in 2013 she only been put on disability this year so our financial situation has changed drastically, she only put in a claim this year as she did not know if she was going to be put on disability. Now the response we did get from African Bank was she got ill to early after her personal loan \but how the h*ll would she know she was going to get a stroke"but my concern is she did pay her loan every month till she was put on disability so the time she got ill has no effect on the claim"