Refusing to honor their policy

Absa life refused to pay for income protection over covid period when i was affected during covid and could not earn an income and ever since no one wants to answer Yes they paid when i was injured during that time but to my understanding they were meant to pay for my debts if i was unable to earn and income yet they just refused to do so

Im sure the complaints team will read this and make it seem like its priority and just delay for about two weeks and say they investigating this matter afterwards they will come back to me to say they unable to assist