Disgusting Service after so many years

After having life insurance for over 20 years and our 5yearly payout is due Discovery have processed my husbands withdrawal from the medical aid side incorrectly and now they say no payout is due. This is after confirming with them telephonically that would not happen it has been done incorrectly. I escalated it and still nothing. I am going to approach the ombudsman if this is not sorted and very fast. This is our money they are actually *****ing and no one seems to give a ****. Please do not join discovery life if this is how they treat us. They just pass the bck. The medical aid side has nothing to do with the life side except for vitality. I do understand how it works and they need to correct their error IMMEDIATELY.