No payments from Absa Insurance

The insurance paid only once for my credit card and personal loan in September for the retrenchment cover. In October the insurance did not pay and they deducted the loan payment from my account .I called on the 13/11/2020 and the lady that I spoke to promised to escalate and sort the issue within 3 days. I am still waiting.She indicated that payments to my personal loan and credit card are processed manually and were not done. I dont know what I should do now. Iam retrenched , no source of income and expected to call and wait for 30 minute for clerical issues to be resolved . Highly professional and lack of emphathy