NOT PAYING OUT ON INSURANCE

I have taken a dreaded disease insurance out from Sanlam, after the doctors discover that I have Basal Cell Carcinoma cancer, at my right eye, and they have to cut it out, other wise the cancer could spread I could loose my right eye, or it could spread further, I have contact Sanlam after the operation was complete and send a dreaded disease application form , they came back to me saying they are not going to pay out!!! I have been with Outsurance and was very happy with them, but with the advice and persuasion of Adri Klindt I cancelled my Outsurance and join Sanlam, every month my money is good enough to take but when I need them to pay me out, there is a problem. After I appeal their decision, they forward the application to Professor van der Walt, they told me that I will have their answer on the 31 July 2015, it is the 4 August 2015 and still nobody has come back to me. I am just wondering, why take out a dreaded disease insurance policy if they are not paying out. Cancer is cancer, luckily I have notice it in time and took the necessary steps to avoid loosing my eye or even worst, my life. I am not happy about the decision Sanlam made.