Sanlam Gap Cover - a gap in customer services.

We have had nothing but terrible service from Sanlam Gap Cover. My daughter had her tonsils and adenoids removed on the 26th of April 2019. We had to wait 1 week for the hospital to do the recon of the account before we could get all the documentation required to submit our claim for the R3500 Co payment that we had to make at the hospital. We then submitted everything to Sanlam and asked them to let us know if everything was in order. This was the 7th of May. We heard absolutely nothing from Sanlam. We have phoned them everyday since to find out what the problem with the claim was. No one could help us as the system was offline but we were told that we were still within the 10 day turn around time. More threatening phone calls and still no assistance. My husband phoned again on the 30th of May and was told that the money would be in his account within 48 hours. To our absolute shock we received an email on the 31st of May to say that the claim had not been approved as they wanted proof that this was not a pre existing condition. Now excuse my ignorance but surely the mere fact of being born with tonsils and adenoids would make it pre existing as her tonsils have been there the entire time. She has never had any health problems relating to them. It seems as though Sanlam is digging for reasons not to pay this claim. What a sad excuse for a company with zero customer relations. They don't care about what their actual agreement is as long as they get their money. I will be sure to report this to the insurance ombudsman and the consumer protection act as they have failed to provide the service that was agreed upon. All my retirement and insurances are with them and I am already looking at moving all my funds to a company that is far more competent than Sanlam. You should be ashamed of your shocking service!