Income Protection Refusing To Pay out

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Having been made redundant I made a claim on my income protection policy I took out via MMS Insurance, I have provided them with all the information required and everything is in order, however my previous employer (large global company) have refused to provide a reference as this is their company stance, I have spoken to them and asked them to comply but they have said no, MMS now tell me they can not process my claim due to this fact!
There is nothing in the policy document stating that my previous employer must provide a reference and surely this is an unfair term?

Any idea’s before I make an official complaint to them, Lloyds of London and the FOS?

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