Liberty financial services

I'm a long liberty policy holder. Brand loyal at that. If recent when I made a review of my policy I was requested to visit my doctors at their expense. I was left to pay the doctor and now it is the 3rd month fighting to get my refund of the doctor's payment. To make it worse now in Jan they double debited my account and upon my inquiry I'm yet to receive a response. I made contact with my back to reverse the double debit but I still have R4000 unpaid for the doctor's visit.

My question is if I'm struggling with such a small matter what is going to happen the day I have a huge claim, worse off what if I'm no more and my beneficiaries experience the outmost nonsense I'm currently experiencing