FNBLIFE- The death of m

In October 2018 I took out 5 policies with fnb life to cover my debt and salary should things go badly- when I lost my job in February I thought its a good time to cash in of my piece of mind, I claimed on my policies through the app, recieved a call and was told to submit all correct paperwork which was done, after hearing nothing back I called them after about 3 weeks(taking co-vid into mind) and was told I hold no policies , I in fact hold these policies and when they found them said "submit your paperwork and we will get back to you in5-7 working days. they never did- so when I called them back a while later I was told the same thing again as before and was asked to submit the correct paperwork(which had been correct and confirmed the previous 2 times, this went on from February to august- in which some some of the policies were settled but not properly covered (ie- the payments were done at random from random policies and maybe only once or twice. FNB then sent a huge collection of lawyer agencies after me to settle debts that were covered in my life policy claims, threatening me with all sorts, and still nothing on my salary insurance( which after bout month 5 of trying to claim on mysteriously disappeared from my app completely. After finally getting through to a very helpful gentleman by the name of kishendren, he apologized and promised to look into it. I have about a month of emails with me saying I still haven't recieved any feedback and him apologizing and saying the email has been escalated to management. I even went into the branch and was advised to submit a complaint directly on the fnb website- which I did, I got confirmation that it had been recieved by fnb life. After phoning again and being put on hold for over an hour then finally throwing my toys and getting to a team leader by the mane of Kamogelo I was told she would look into it, later that day I recieved a rather ambiguous email saying my fnb life cover has been approved but was not very clear as to how or what it meant- so I emailed Kamogelo to please just explain what the email meant and also to ask if there will be some sort of back payment now (as it should be somewhere around 60 000 since February over all my policies) - I got a response saying she was sorry and load shedding was bad could she please get my phone number and she would get right back to me, which I understandably obliged. I then got the following message in my app out of nowhere "I understand that by accepting this ex gratia payment made in terms of my inability to earn an income claim, I accept that the claim will be settled on an ex gratia basis & not in terms of any policy as it is not yet an insured risk event covered under my policy" ........Im sorry what? what does that even mean?

I then got some legal advice and they asked my to request the following which was within my rights _- all payments made by fnblife on my behalf, which policies those payments were made from and dates - why it took 6 months for anyone to acknowledge my claim - why fnb are sending lawyers after me to settle claims that are covered in my policies - why my salary protect policy mysteriously vanished from my app nearly 5 months on trying to claim on it - what the meaning was of the above quoted message?

to which I was met with.......... that's right you guessed it, NOTHING.

I have been living below the crumb line trying to keep me and my family fed but its been impossible and I cant even give anyone a reason as to why? my credit record/score is now obliterated and I'm supposed to be in cape town RIGHT NOW with my mother who is terminally sick with no one to take care of her and nothing is happening because fnb life either wont return my emails, when I call they say they are just transferring the call to the right place and hang up after leaving me on the line for ages(which has been happening since February). I have been with fnb nearly 30 years , I had one of those cool hologram crocodile bob cards when I was a kid, never had any issues but FNB life have not only left me feeling helpless, depressed, hungry and stressed but now they I cant even go and take care of my mom in her last few months. I still don't even know the reason as to why? If FNB life are looking for hard workers(or people who actually work) Ill gladly send you my cv, I have come to understand the importance of having a job and doing it well since I've been unemployed. thanks.