Waiting period

Liberty life doesn’t take my claim serious, the reason I am saying this is simply because I ha be submitted a claim on the 28 July 2021 , on the application it’s said the waiting period is 5 to 15 days making a total of 20 days , this is excluding holidays and weekends, I called them in the morning and Zanele a consultant from claim told me that the claim is under their Actuarial department and we are supposed to wait 45 days or more, this waiting period is not on paper and was never communicated to me, dear hello peter is this a fair business practice, if a service provider puts something on paper and say something different verbally, my dad left this money so I can be able to survive as I am unemployed, I’ve been borrowing money to call and email them , leaving me in great debt, I think the Ombuds must look into some practices that these big companies put into play.