Completely clueless!!

I app**** for the insurance on my credit card due to reduction in my salary. I was asked for docs and sent them to ABSA and obviously was approved for it because there was a debit and credit on my statement. I ended up laying a complaint with ABSA because I could not get thru to the right dept to help understand how it it worked on my statement. Yesterday I received 2 emails for 2 of my cards to say the claim is rejected as it is only for retrenchment & not partial loss of income..***!!!!??? Then a few mins ago I got 2 sms that saying you received my claim and it will be processed shortly. *** is going on at ABSA?? The right hand doesnt know what the left hand is doing!!! I want answers as this is bull****!