I assume your two previous claims were for major illness insurance... please clarify the exact name of the insurance policy you have made a claim against... or were they for income protection? and if so, what type - rate saver or time saver?
The starting point is to review your insurance policy and determine what is specifies regarding this 48hour condition...
Once I clearly understand which policy applies... I will look for a copy of your accident policy online, and if I can find it, I will provide you with my feedback.
Your next step should be to make a complaint with the insurance company directly via their internal complaints process.
I note that your insurer is actually TAL... refer below..
TAL Life Limited
FOS Member number: 10949
Formerly known asTower Australia Limited
Also known asInsuranceLine
If this does not resolve your issue, then you can take the matter to the relevant industry Ombudsman at no cost to you, which in this case is FOS... and TAL are a member.