Pay out of claims - declined

We have insurance with Platinum for more that 8 years now. Now that we want to claim for accidental debility Platinum life have stories. My husband lost his eyesight because of operations he had since he was 14 years old because of an accident. So Platinum life falsely advertise that you can claim for accident debility and as soon as you phone then they have lots of stories and reason why they don't pay out, 8 years of money down the drain. totally unacceptable!!