Sanlam are ****s

I have my policy for years with Sanlam Matrix, and never made a claim. According to my policy schedule I am covered for neck and back, I need an urgent spinal fusion, lamenectomy, disectomy and decompression, which fits the criteria if Sanlam paying 25% per spinal region. I have sent all the documents as requested and then on 3 different dates they requested more documents to be sent, which was sent almost immediately. I was then requested to go to my neurosurgeon and for him to do a checkup and give me a report which cost me quite a bit out of my own pocket. The documents that was sent, mri with reports, blood test, conservative treatment plan, and then the authorization for my operation from my medical aid and also other reports. Today I got an email from Sanlam rejecting my claim as they do not cover one of the diseases that I have regarding my spine (yet on my policy there is no reference made to what diseases would and would not be covered) the other disease or impairment could lead to me being paralyzed, Sanlam say they have specialist and doctors that review all the reports, but I somehow doubt that because they would have known the severity of my condition. The policy wording in the document and what is mentioned by the claims department contradicts each other. Also, I have been trying to get in contact with the Sanlam Complaints department with no success at all, I left messages and no personnel has made contact with me. I am really disappointed at Sanlam's ethics and poor treatment towards long standing clients.