no feedback /no service

I submitted a claim under the cancer benefit on the 17th March, I called on Friday 8th for feedback, I was told call Monday, I called Monday 11th , Nolu advised someone will call me, I called Tuesday , they on lunch, I called today, I am advised they require documents , I was not contacted to request the document, after speaking to the consultant nolu, I don't know what they need, the policy is not very clear on the stages on cancer, it states on the brochure, if you were diagnosed with any cancer once in your life time, 1st time diagnoses you will be eligible for a once payment, now she told me if its not stage 2 they wont pay. they policy is extremely vague, I received no policy wordings or even documents from Admed confirming my cover with them, its really frustrating, I am not able to get a clear answer , I will have to take this matter to the ombudsman, if Admed do not come back to asap