iWYZE and Pensioners and medically unfit??

My parents have been paying an iWYZE insurance policy for many years now, and they are now on pension and still paying. My father was recently deemed unfit to work due to medical disability. We have sent iWYZE All necessary documents to claim for this disability, however, they have been requesting documents since last year and still no progress has been made, instead they call my PENSION parent to upgrade their policy that my father has been paying for a very long time. This is terribly disgusting, and so sad that pensioners who still pay their policies religiously, thinking they are covered, gets treated this way. they dont get back to you if they require documents, you have to call them almost everyday. Now this is taken from a pensioners voice, who does not have the necessary facilities to make these calls, or email these documents all the time. Why does this because such a painful process to get what rightfully belongs to you? My father is unable to work since last year\, he was the only breadwinner in my parents home, my mom is a house wife, and he carried on paying the policy ever since. HOWEVER< with the exception of trying to claim for his medical disability and unable to work, this deemed very challenging. All we need is proper help with this case, and care with this case. Afterall, my father has been paying for the service? This is so terrible,