Insurance claim and declined activation of credit card which is in a credit!

I have been a client for many years and have gone back to them as they service use to be outstanding, now I feel like closing everything and rather opening a credit card with Capitec. I submitted an insurance claim in September 2021 for August 2021, after numerous follow ups in October 2021 they only informed me that they never received my email I resent it to them and magically they received my emails again. I was eventually notified that my claim was accepted and my accounts were credited even the debit order went through as per normal (My credit card is even 2.9K in credit). I then wanted to know how to go about to make my credit card active again as I need to use it and they informed me that I must go to the branch to activate it. I went to the branch today. after waiting for a whole hour to be served as there were two clients in front of me and only one staff member serving us, to be informed that the insurance must be phoned again as they haven't released my status by them. They were phoned and I was told I am going to have to wait another 48hours to hear if they will activate it. This after the insurance department informed me I must just go to the branch to make it active. Received a message from them now informing me my request was declined as there is a hold on my account?! How if my credit card is in a credit of almost 3K?!