Incomplete service delivery

So ive been in the hospital for 3 months,paying my A2b comuter insurance with mr price,the day the lady called me about the service she said if I'm hospitalized they would pay out 75000 or a percentage of it,note nothing about being paralyzed was mention,then whilst being hospitalized,we contacted them and was said what paper work was needed,everything was sent thru then after this whole process there was said I needed to be paralyzed,after all the sales people said with a accident like mine they do pay out, I think its a handle for the ombitsman as they try to stretch this with me in the hope i drop everything so they don't have to pay,i am NOT going to drop this is it is a service I'm paying for