avbob's failure to pay out claims

my mother lodged a claim in Apr 2019 with avbob for a member she added last Oct 2018 and a 6 month waiting period was suppose to end in march ,but avbob rejected the claim saying she was still within the waiting but 6 monthly payments have been paid and she has been with them for over 20 years with 2 claims ,yet they never took that into consideration before the declining the claim avbob are ****** when it comes waiting most of their competitors start the waiting even before the first payment is made we will be taking this issue to the ombudsman .