Poor service from Liberty Insurance

I have an existing life cover with Liberty. When i initially take this cover the consultant explained to me how the policy works (Dread decease/Chronic covers ect). Early this year i was hospitalized and i was diagnosed with primary hypertension. I then contacted Liberty and i was advised to ask my Dr to provide a medical record/letter that indicates the details of the sickness. My Dr advised me he need to get the claim form from my insurance, he will complete it and send it back to them, not the other way around. I phoned numerous times and no one was able to assist me to send the claim form. On 28 Feb 2019, i received an email that indicates that Hypertension is not a covered condition under the policy benefits.

Im now on full time chronic hypertension medication. Liberty was unable to assist me with Chronic cover benefit. Initially when i took this cover i was clearly advised that should it happen that get diagnosed with chronic decease, i will be covered. This is extremely sad because i pay every single month thinking that my insurance will assist me the day i need help. Instead it looks like the Liberty is looking for any reason not to pay out. I dont think i can refer anyone to Liberty with the kind of service i received from them.

Lesego