Liberty Living lifestyle Plus (WOL) 9month struggle

Feedback on my claim with Liberty Living lifestyle Plus (WOL).

I took this policy out in good faith in 2019 from Liberty when I app**** for Life Cover and was convinced that this is better as anything can happen that left me unable to generate an income and leave me in a financial predicament. So as life happened Covid hit us and I got it Dec 2020. This resulted in me developing Long Covid and due to poor work performance as I could no longer work the late nights and working overtime that my position as financial Manager at Houtbay Superspar brought on me. And ironically I got the Covid from a General manager that did not follow protocol, she did not tell us she was in contact with 2 staff members that tested positive. She also didn't follow protocol and quarantine herself or any of the other staff in contact with the positive cases. Well, to get back to Liberty. I struggled since Jan 2021 till Jan 2022 with multiple after effects of Covid, wrote my car of on the N1, and fell on wet stairs while carrying moving boxes and feeling dizzy. I was hospitalized Jan 2022 and was treated by a specialists. Many blood tests were done, xrays, MRI's, heart test etc. I suffered from extreme pain and sensitivity in my legs and could somedays not even walk. I struggle to drive as I started developing blackouts since July 2021 and also legs going numb. Eversince Jan that I was finally diagnosed with Long Covid and Nerve Damage, the claim process has been dragged out. The specialist sent in all forms with his diagnoses and all reports (MRI etc) and the conditions were clear. A PMA was requested from my GP beginnig of Feb, but because no refr were added to the payment by Liberty and also no followup with the GP the PMA was only sent through on 8 Apr after I intervened myself, after multiple calls, by taking an Uber to the GP's surgery. While there he did a followup examination and was very worried as I could not climb stairs, had no feeling in my legs and my legs started to be paralyzed with times. This new PMA needed to be sent through but Liberty took 2weeks before paying the invoice, causing yet another delay. There after Medical record were requested from Discovery Medical aid eventhough I sent my record that were pulled from the main member's app. The records they received from Discovery had other members hidden, but they unhid it and querried me on it. It took me 2months to convince them, with detailed records per member that the injuries and conditions in question was indeed not mine. They even apologised and admitted to the furious Main Member (my ex husband) that they unhid his info by mistake. Thereafter the GP's medical notes were requested and sent immediately. Again conditions were queried and the process stood still. After the final feedback from me on queationed conditions, they said 5working days. After the 5th day I started to followup but were just ignored. On day 12 ((Monday 12 Sep) I got feedback after again querrying on outcome. According to Claims they sent the outcome already to my Financial Advisor, who till today have not contacted me, rep**** on my emails or returned my calls. The claim was declined as they do not cover Long Covid or any other of the issues raised. They also decided that the Nerve Damage was caused by Covid related issues that caused my fall, eventho they never questioned the full circumstances of the fall. If so they would have, I would have informed then despite the dizziness, the stairs were wet and slippery after extreme rain the previous day and me carrying moving boxes, unable to block my fall. The ER visit only found hurt ligaments and only xrays were taken of my ankle. The only other concern was the heavy bruising on my legs and body (which they first thought was due to assualt) that showed that I might suffer from Nerve damage or Blood circulation problems due to a previous injury in the near past. I told them about a vehicle accident where my car was written of and she suggested I see a specialist if it gets worse. I never went to a dr after vehicle accident as the Medical Aid funds were finished and I self medicated with painstillers and rest. I also suffered so many after effects from Covid that I didn't know what was injury and what was after effects. But Liberty, eventhough I did inform them in correspondence of the vehicle accident never querried the impact it could have had. Even the MRI Vertibra block wasn't questioned and connected with the vehicle accident. I didn't know what was important and what not as my Financial advisor assured me, when selling the plan, that if I get diagnosed by a specialist with a condition that has a influence on my ability to work, I don't have to proof disability like with Sanlam, where I had a policy at that stage. Now the outcome is that they do not cover Long Covid, something that didn't exist when I took out my policy, and the claim the Nerve Damage was caused by Long Covid / the fall that was caused by Long Covid. So I want to warn people to think twice before taking out a Liberty Living lifestyle Plus (WOL) policy and spent lots of money on it. It is not so easy to claim against it (a diagnoses is not enough) ànd they drag the whole process out for months with neglect, mistakes on their side and then after still paying all this time just to keep the policy from expiring they inform me that the conditions is not covered. Isn't this something they could have seen already in Jan when the Specialist completed my forms? Why make me pay since Jan for something they then already knew was going to be declined as it was not covered by them? And also ignoring a vehicle accident and select only one factor of my fall to suit what is not covered. I am honestly very disaapointed in Liberty claim department and my Financial Advisor who haven't even contacted me to assist me in the further steps of appeal against the outcome. In the meantime I am dependant on family to survive, cannot afford my treatment and medication. The medication is expensive and only slows the progress, doesn't reverse it or stop it. Comes the day nobody can help anymore, my condition will worsen and can be fatal in the end. Hopefully my life policy would be easier to claim so my 2 daughters in University will be taken care of and all the debt I have will be settled. But think twice if you have this policy or planning to get it.