Decline to pay out benefits of Life Insurance

My left kidney was removed because of a tumour on 8 May 2015. I had phone the broker (Wimpie Steenkamp ***) that sold the Insurance to me and he said that the policy will pay out for the lost of my organ. He send me all the forms and my doctor and I complete it and I send it threw. After lots of phone calls and e-mails for the past month because the insurance don't pay, Liberty told me I must get a history report from Medical Aid and from my general practitioner Dr A Wentzel and Orthopedic surgeon Dr H Albertse. So I did gather the reports and send it to Liberty. Just to for Liberty (Wendy) to call me this morning to tell me my Insurance was declined. My Absolute Protector on my policy state that in case an illness of the kidney that is not treatable and not reversible the policy will pay out. So my kidney was removed because it was sick and it wasn't treatable and the tumour could not been reversed so the policy must pay. Why did they take a month and asked for all the information just to say they are not going to pay out? This is the baddest services I have every got and I don't have any trust in anything that Liberty Life say. I'm disappointed in Liberty and the Brokers