Disgusting Service and Poor Advice

We had an incident in late May, I have a MaxiConnect Policy with them. Upon inception of this policy there was a consultant at my house whom I have requested and asked multiple times if my partner is covered provding her with both our ID documents. She has confirmed that he is indeed covered and so is my three children. When the event arised and obviously thought I can make use of this policy The Unlimited advised me that my fiance is not on the policy but also confirming that I am paying a premium for my partner and three children. After pushing on having the matter resolved finaly they have initiated a claim. It took them almost a month to go through my documents, requesting the same documetns over and over again. After getting confirmation from the docter that there isn't the specific report that they are refering they insist on confirm the admission and discharge date after everything is stipulated on the discharge letter. No for two weeks they keep on saying that they cannot get through to the hospital but on the 12/07/2021 one of the consultants confirm the Assessors got through to the hospital but did not want to confirm anything now they will try again. The service is pathetic. I never received an SMS or any update out of their own, They misadvise and do not pay attention to the documents or e-mails