Bad Service

I have had the Sanlam Gap cover (Kaleo) for over 3 years. Last week I received a renewal email that suddenly has waiting periods on claims. I called and spoke to Njabulo, who mentioned that this was a system error, that he couldn't fix it, and that I needed to email to have it fixed. I emailed a week ago, on the 8th of December and have not had a single response. This is very shocking and disgusting for a service. If there was a waiting period, would it not be from inception not 3 years later? If this is indeed an error, why has no one called / emailed me to explain and correct it?

Please urgently advise when it has been corrected.