African Bank Credit Insurance Claims

I am not happy with the feedback I have been receiving from African Bank Credit Insurance. I have been sending emails from the 7th Of April and when I called in April they told me that my claim has been paid when I called today the consultant was so rude and they are telling me that I have not send any documents therefore my claim is not paid for April and May wont be paid. So what is it that they have been saying it will be proceed if they are not receiving any documents from me. I regret taking an account at African Bank. it is rated the best bank but they cannot even respond to a simple email or try to help me.