The unlimited Gap cover

I am writing to lodge a formal complaint regarding the gap cover policy I took out with your company. In August 2023, I signed up for the policy, and at the time, the agent assured me that it would cover up to R200,000 for hospital expenses.However, after undergoing surgery on July 28, 2025, I discovered that while my medical aid covered a large portion of my hospital bills, there was still a shortfall that my gap cover was supposed to pay. I submitted a claim on August 25, 2025, with all the required documentation. To my surprise, I was informed that my claim would not be paid out because the operation was related to a pre-existing condition and I had completed the waiting period.My main issue is that when I took out this policy, I was never made aware of any waiting periods for pre-existing conditions. Had I been informed of this critical detail, I would not have chosen to purchase the policy. Instead, I feel misled by your company and now, when I need assistance, I am being told excuses not to honor the claim.I am extremely disappointed with how you have handled this situation, and it feels as though you are encouraging customers to sign up for policies only to deny them when they need to make a claim.Please be advised that I will be escalating this matter to the Ombudsman for Short-Term Insurance, as I find the way my claim has been handled to be completely unacceptable. Additionally, I will be cancelling my policy with your company.I trust that you will take my complaint seriously and take the necessary steps to address it.

Sorry the policy was taken august 2024