Liberty Income Protector Policy issue: Why Brokers are called BROKErs!

For almost 6 years I have been paying my monthly Income Protector premium installments diligently - e good few thousands rands /month. I have never claimed from this policy until last month, after I had an operation. As an Independent Consultant, I had no income for 3 weeks, and so I submitted my claim. Despite problems with sourcing the correct forms and not being able to contact the broker who did the underwriting for the policy, Johann Greyling (apparently offices were moved and contact details changed) I persisted with completing the forms, paid for legal submissions from my Tax Practitioner and the medical surgeon who has operated on me, sib-mitted and re-submitted he correct documents and were told that the claim outcome would be communicated to me within 5 - 10 business days...Waited...Followed up: 2 weeks with Mbali, the assessor. OK....waited. 3 Weeks...Followed up: The GP at the inception time of the policy needs to complete a "PMA" (???) ...to expedite, can I also mail to him...(??!) and, I need to complete and re-submit my Occupational Survey as it differs from the original form which the broker completed. NOW I'M CONFUSED. I ask to speak to a manager. No luck. After and hour I get on contact with the assessor on the case: we debate the issues over and over again without a definite outcome. Points of debate: 1. The broker didn't indicate that my profession was (AND STILL IS!) that of an Independent Corporate Consultant, as I had indicated on my claim form , supported by my SARS info, as was the case when I took on the policy (BS) . 2. The time allocated for daily duties are not allocated the same as the broker's on the inception form (although I do EXACTLY the same duties as I did then) and I need to re-submit the Occupational Survey form (AGAIN) to correlate ( AGAIN it will take 5- 10 working days to review after all the above documents have been received...!). 3. Lastly: The broker apparently therefore did not activate the relevant Independent Consultant benefits and I won't therefore receive any payments for a months as they have realized now that that is the waiting period which applies. ? . NOW? Is the claim rejected? No, I am told: I can go to the surgeon and ask him to book me off another 6 weeks and maybe then I can claim the agreed policy schedule amount. ???!!! The broker got back to me a day later (the first time he has contacted me nice he made the nice promises to me while we signed the formal policy document years ago and he only interaction I had with Liberty was when my bank account was deducted or my yearly premium increase documents were sent to me via email). He doesn't agree with the outcome and I should approached the Ombudsman. Mmmm. Well, I don't agree either mr. Broker. Most of all, I don't agree with the fact that I made sure that you and Liberty can go towards the next month smiling, no stress and looking forward to good times with loved ones, while I have paid hundreds of thousands of rand into your pockets over the years to ensure that I'm covered in a case like this, did all the right things from my side to comply to YOUR rules and now...this outcome?! All I can say is: no income in my pocket, no income in yours!