Unfair Claim Rejection Despite Following Instructions

My mother has been a loyal customer of The Unlimited, paying her premiums consistently. When she needed to claim for tyre replacement, she followed all the instructions provided—got a quote, took photos, and submitted everything as requested. After waiting two weeks, the claim was rejected without a clear explanation. What’s even more disappointing is that her policy states that every third month, she qualifies for up to R4000 toward a valid claim. This benefit was not honored, and she had to pay out of pocket. We feel this was unfair and misleading. The service has caused unnecessary financial stress and disappointment. We hope The Unlimited reconsiders this case and improves how they treat their customers.