Is this is how Discovery treats their disabled

Disgusted with how Discovery treats their clients, My husband and I have been with discovery for years and didn't really have an issue with them until now when my husband had an accident and needed to claim , He is currently on temp disability after he had a surgery in March for his spine .I then submitted a claim in June and was asked to send all relevant doc to which I did they then came back with a decision saying that they decline the claim for reasons thats not valid according to me .We then submitted it to be reviewed as all docs and info required was provide that was the 7 of September, we were promised to receive an outcome within 15 days to which we did not ,now I have to phone weekly and get cut off as my airtime runs out because of waiting.I NEED AN ANSWER SO I CAN TAKE IT TO THE OMBUDSMAN AS WHEN WE REALLY NEED OUR POLICIES TO ASSIST WE ARE GIVEN THE RUN AROUND !!!!