FNB disability claims run around

So I took a life policy with a disability and critical illness policy included. I informed fnb I have a slight hearing impairment of which i was wearing a hearing adid to try correct my problem when I took the policy out in the branch. Upon me checking when I downloaded the policy documents that they said I have no disability and go going into the branch to try correct this. Furthermore I called the claims department to enquire and to see as I did indicate about the slight hearing impairment could I still make a claim. Of which I was told YES I could. I submitted a claim on 3 November 2023. I had to be the one to keep calling and getting told documents are missing. Then I called and they say claim not approved. I have logged a dispute due to the fact I was told I could make a claim and also I did try correcting the information inside the branch which was never done by the consultant who took my information. Now further to all this I keep getting told that fnb waiting for legal advice and they will give me feedback by Friday. Every week is something new and every week they say by Friday after the ceo meeting I will be given feedback to no avail. Why is there people working in a branch who do the opposite of what you the client is saying. And why is it that we given false information by the call centre and then we pay for claims to be completed only for the board to say not approved when the error is made by their staff. And why do we get given false hope during a time of difficulty.