Unhappy customer

I have a bond with use for the past 7 years ....instalments has been increasing as the prime rate is going up im actually considering to moving my bond to another bank requesting it to be fixed ...i can remeber wen the bond was approved the insurance ppl called me to advise what it covers i was informed that it covers wen i may go on mat leave.... Last year August i did an enquiry abt the claim and was said yes can be arrange for 2 months i made an effort to get all the documents needed.. on what basis was this claim declined? I