Claim denied, 3 years waiting period never mentioned during sign on consultations

Please be warned, this company is a ****. Terrible company that misrepresent reality. When my brother signed online, the 3 year waiting period is not mentioned. After his passing and the decline outcome results, I asked for a transcript of the recording, instead I get sent something else. They are deliberately playing this game because they know that their representatives never mention that . I see from other reviews that it is a pattern. Will take the matter further, not letting this one go.