Poor client service

I am currently unemployed and without any income. I logged a claim with absa life to pay my credit card and sent them all documents that they needed. about 4 months later, I received a letter from the claims department that my claim was approved and they would do payments. During those 4 months I received numerous phone calls from the collection department and I emailed them the documents of unemployment as well as the letter from the claims department regarding the payment. Now I have been handed over to Anthony Richard & Associates after these 4 months. How do they hand one over after their claims department agree to cover the payments?