Pathetic service *********** staff

Submitted a claim after my son was born premature and spent two weeks in icu. Before submitting the claim I read through all the information packs regarding the benefits I can claim for as I myself am a Santam employee. After submitting the claim I received no feedback from them and no updates on my claim. After calling in numerous times I was advised that I will only receive feedback after 14 working days. I called back after 18 working days as I still received no feedback and was advised my claim was rejected due to their updated policy wording. When I informed them that I am 100% sure I never received any updated wording from them as I did my homework before submitting the claim and confirmed with them more than once that my contact details are correct, the consultant had no answer for me. When I enquired about the official rejection letter and their disputes process the consultant advised she will mail me all the requested information as well as the updated policy wording which I should have received upon my renewal. It's been a month later and I have still not received anything. Pathetic service