Ackermans deliberately delays disability benefit

I suffered an IOD on 18 Jun 2014, and was booked off work until now. This led to a loss of income which makes me unable to pay my account. The last payment that I could afford was made in end October 2014. On 26 Nov 2014, I E-mailed info@ackermans to explain my situation and asked for the insurance to pay the account. On 29 Dec (1 month later) they responded that temp. disability benefits is embedded in the account and forms were send that I needed to complete. On 22 Jan 2015, I E-mailed all the required docs to customer service. Recently I started to receive phone calls from Ackermans pushing for payment. Today I received an sms advising that my request was declined because the necessary documentation was not submitted within a 60 day window period. I was not aware of this period as I don't have any docs referring to all the T&amp