Severe Illness claim not paid

Re: Claim for Severe Illness Benefit

I was unaware of upgraded packages until I did a claim for heart stents and it was rejected, reason being the illness was removed from the package that I have. I had an OM Financial Advisor who didnt even notify me of these packages although we met with him several times, he then left without notifying us, I contacted OM for another financial advisor and they didnt get back to me. I eventually got a OM financial advisor via a referral from a friend. Today I received feedback from your complaints department which I donot accept. Your service is appalling, I would expect my claim to be paid.

Please can this be sorted out asap.