pathetic services

I would just like to know how does ones claim get rejected after battling for more than 2 months with the unlimited. how do they request documents from you as per the claim request battling with them explaining that due to the Covid 19 regulations that it was difficult trying to get the information need. why tell us now that the claim was rejected due to my father inlaw having preexisting conditions but when we called and told them that we not sure when my father inlaw was diagnosed with diabetes why didn't they say then that the claim wont pay out. No 1 also explained to say when we added him on the policy that the claim doesn't pay out should you have the preexisting conditions. We have been with the unlimited for more than 5 years where use have been debiting each and every month with out failure. i would like to know how do your consultants and agents go on to explaining the policy to the people as when we added my father inlaw on the policy all they asked was his name surname and date of birth. we called in since june todate regarding the updates and when we called we advised that he had biabetes and had renal failure and passed away from natural causes, so why didnt the unlimited say then that the claim wont pay out why now because we told them that he was diagnosed in 2010 with the renal failure. unfortunately we will not be leaving it like this and will be seeking legal assistance as the unlimited service is really and truly unprofessional and pathetic.