Claim rejected yet it was their fault

M-sure is not a good company to sign up with, 1st their consultants don't tell you the truth about what they are signing you up for, they actually are not fully aware of what they are talking about. They mentioned things that I was not even covered for and they failed to send me my contract within the month period they had signed me up. now that I want to claim they are giving me excuses and referring me to a contract that was only sent to me last week after I had personally requested it. They have been giving me a run around with the claim and after a long time then they come with a rejection. Never be the M-sure client ever, it's ok for them to deduct money from your account but when it's time to pay up they come up with excuses