Indifferent, dismissive & unfair treatment towards a widow

In Feb 2016, I lodged a claim for my husband's life policy. This was after his Sanlam intermediary, MrJohan Malan, assured me that everything was above board and even offered to assist with the claim. Early in March, Sanlam asked for the Will to which the intermediary responded. Late March Sanlam reminded me about the Will, again to which the intermediary followed up. When it was discovered that theyclai received the document all along, somebody internally copied me on an email where he was reprimanding staff for the below standard treatment they gave me. A day later, someone else called me to apologize. All along, my claim was treated as valid and all along I kept in contact with the intermediary who continued to give me assurance. On 9 May, I checked with the intermediary who told me that I had been declined. This, I did not get in writing from Sanlam, neither did I get a telephone call. I got it by accident when I called myself because I needed to address my husband's Estate urgently. He told me that it was declined because of arrears, something which I challenged immediately. He had informed me that these arrears would be deducted from the payout. This is confirmed by a call his assistant made internally immediately after my husband's passing, asking about this matter. He then asked me for 3 days to sort out the matter. If there was nothing to sort out, why did he ask for time? I then sent him a follow-up email threatening to refer the matter. I never heard from him again. Instead his colleague sent a dismissive & cold 2-sentence email telling me that I do not have a claim and that there was nothing more to discuss. I then challenged Sanlam's decision, to which they concluded in August that my husband did not disclose that he had cancer and therefore doesnt qualify. My question is: why did Sanlam abruptly remove the only person I had developed a rappor with at the time he was supposed to give me answers? They were protecting him at my and children's expense. Why would they ONLY come up with non-disclONLYe claim 6 months later & after having given a completely different reason for the decline 3 months earlier? The May email had clearly stated that there was nothing more to discuss-so how did non-disclosure come up? I feel very badly treated by Sanlam. Their attitude towards me & my late husband has revealed deep dishonesty, pure disregard for their beneficiaries welfare and has left a bitter taste, wondering how many more widows & families endure this kind of inhumane treatment. I find Sanlam to be self-serving in that in my case they were more pre-occupied with protecting their staff member than using facts & honesty to award the claim. In the meantime I, the widow, has been left with an inslovent Estate.