Incompetence

We took out a life insurance policy as a family member was diagnosed with HIV, the policy was taken out on the 28.02.2014 and all that we have received was a phamplet an no policy wording at the time. Unfortunately the insured had passed away on the 03.03.2014 due to resparitory failure. We contacted allife advising about the death and a claim form was thereafter submitted and returned to them, on the 13.08.2014 Lerato Zingitwa requested theat forms from the treating doctor at the hospital should be completed, she mentioned that there will be a charge for the completion of forms but there will be a refund due to the beneficiary, we received a letter dated the 25.08.2014 on the 13.01.2015 rejecting the claim due to a pre-existing condition. the medical report was completed on the 15.10.2014 and submitted to allife on the 17.10.2014, we requested a detailed explanation from allife as no policy wording was received from them as well, the question was how do you reject a claim without a medical report, today she said that it was rejected due to a telephone conversation (incompetence), and she said we must go and complain by the Ombudsman, really bad service and no follows ups as well.