Standard bank Insurance Brokers

I took out insurance from Standard bank insurance Brokers in June 2013. I`ve paid from July 2013. When I had to put in a claim in July 2014 I`ve asked them to please send me the documentation which I still haven`t received. They`ve e-mailed me the documentation after a year and I`ve put in my claim. The claim wasn`t approved and the suggested that I take it further with the Onbudsman. Which I did, the Onbudsman Cc`d me in every mail. They asked Standard Bank Insurance Brokers for the proof (recording) where they were supposed to contact me to discuss the documentation. And Standard Bank Insurance Brokers stipulated that one paragraph was deleted from the documentation, which was my reason for taking this Insurance. (A claim won`t be approved if anything was ****** from any address only from my own). Nobody contacted me to discuss this with me. Who deleted the paragraph? Then I received a mail from the Onbudsman saying that the claim won`t be approved. I`ve asked both Standard Bank Insurance Brokers as well as the Onbudsman to please send me the proof (recording) where everything was discussed and I told them to delete the paragraph. Now nobody is allowed to help me???