Bad service and Lack of transparency

On the 30th May i submitted my gap cover claim, i phoned to confirm documents i should send. I spoke to Thato Tsibeko, he confirmed to me that they won’t be paying my claim because of the amount he sees on the statement that is owed to the hospital and that i should send hospital statement. I asked if he went through the statement i sent or he just opened one page and assumed that they won’t be paying. He then said no he hasn’t gone through the statement. I asked if it’s appropriate for him to tell the client information that is based on assumption? He couldn’t answer instead tried to defend himself. On thursday the 1st i received a call that they won’t be paying my claim because they only pay co-payment to doctors not shortfalls in hospital. I then said only now you are telling me that when i know gap cover pays shortfalls in hospital. I requested a sales call on the 1st on the 5th he phoned to tell me that they are trying to get a sales call because there’s plenty and that i should go to the branch to listen to the call because they can’t send it to me. Until today i am still waiting for them to get back to me. It’s so dissapointing tobget such from them and it’s not even the first time having difficulties with Old mutual. They really have a problem. I want my premiums back if they don’t pay my claim because i was never told that their gap cover only covers co-payments, i wouldn’t have taken it.