Misleading Casualty Benefit and Incorrect Claim Payment

I am extremely dissatisfied with the handling of my casualty benefit claim. The product is advertised as providing a specific casualty benefit, yet my claim was paid from my day-to-day benefit instead. Nowhere in my policy wording does it stipulate that the cover is limited only to a shortfall, and this contradiction between the marketing, the policy document, and the actual claims process is both misleading and unacceptable.

I escalated the matter to management and was met with an incorrect and poorly handled response, which only reinforced my concern that the rules appear to change when a client attempts to claim. This experience has left me with little confidence in the transparency or integrity of the product.

Customers rely on clear policy terms and fair treatment, particularly in times of need. What I have encountered instead is confusion, shifting explanations, and a disregard for the written agreement. I would strongly caution others to scrutinize this cover carefully before placing any trust in the promises made.