Need payout

The service from this broker has been so wrong in so many levels, after multiple calls I still have not been assisted a consultant by the name of Hannah Meyar had no information and told me I can only claim the next day in addition they told me about an access fee that was never mentioned when taking out their cover... And it doesn't end there, they continued by saying that my cover is not yet active because of a waiting period... When I joined they told me that there is no waiting period. I have been paying for years with them and I do not know where is this waiting period coming from advise on a way forward., we can not be played like this