Absa credit life insurance treated me bad

Hi I had a person loan with absa and was retrenched in February I made the claim at absa branch . In Mid February they emailed saying the claim has been provisionally filed for 30 days early March I got a call that it was rejected because I took voluntary retrenchment I send them all the documents plus HR emails at my previous employer to confirm that I was retrenched I didn’t volunteer but now it’s been 7 days no one is calling me back I can’t believe the bank that I have been with for more than 20 years is treating me like this in my time of need . Imagine not having money and worrying about paying a loan that you cannot afford cause you lost your income .