FNB policy department

I took out a hospital cover with FNB 2 years ago. It stated that if I get cancer they will pay out R31500.00, I registered a claim with them for breast and lymph node cancer stage 3. They only paid me out 25% saying that I have stage 1 cancer. I spoke to Lolwethu from FNB claims who has a extremely bad attitude and refused to put me through to her supervisor. She read my lab report to me which states that I have lymph node cancer and invasive breast cancer. Which means that the cancer has spread from my breast to my lymph nodes. She cannot understand that it is not only breast cancer, when I tell her it is metastatic (meaning spread) she says I must send her a lab report which I have sent her the same copy that I was reading to her. She just doesnt understand and now I must lose my money as she claims it is still only stage 1 cancer, She is not a medical doctor and when I asked her if she knows what metastatic means she she didnt need to know. But thats important as now my cancer is not just breast cancer as it has spread. How do I get to speak to someone in the claims department that understands as when you phone you go to a machine and they dont give you option to speak to superior. I have been sending emails for 3 days now and have no reply. I have to call them myself all the time. But even if it was stage 1 cancer I cant see why they dont pay as as it doesnt state different payouts for different cancers. Cancer is cancer and it spreads and its not the flu. My policy says I will be paid out R31500 if I get cancer...........