Medical history of the deceased

When you register or take up a policy they don't ask about the medical history of the people being registered but once you want to lay a claim there is medical questionnaire on the form and the person claiming must find doctors that the deceased visited in the last 5 years if they asked for this information when i took the policy. I would have found some other policy please beware people what unlimited is putting me through is just ridiculous. I had to burry my mom from my own pocket which would have been fine if I didn't have a policy that takes money every month from my pocket. And when i ask for an explaination from Darrensen Govender s/he takes forever to respond