Claim Rejected due to FNB IB

I submitted a claim on policy of which FNB IB are the brokers. The claim was rejected by Mutual & Federal on points that excluded the claim from being paid out. I contacted FNB IB to follow upon the reasons and was informed that I must read the policy description and wording in order to find the reasons mentioned. I informed them that I only received a cover letter, the policy schedule & disclosure to policy holders the form them, an no policy description/wording/exclusions were added. I forwarded the email with documents to and employee who said to look into the matter. It is two weeks since the claim and 9 days since I disputed the claim rejection with no action being taken. When I phoned today I was informed they are still investigating the matter. Bottom-line is that they made a mistake and are now trying to play for time but will not admit it. The claim was urgent from the start and they have been informed duly when I submitted it.