No feedback after claiming insurance

I have been retrenched in February and submitted my documenta at the african bank branch where i was told i will be contacted by someone in the insurance claim department. I received a call sometime last week where i asked the consultant to contact me after 10min. He did not call back and i do not know where my claim lies. Its been 2 months now and obviously i am unable to pay since im retrenched. The service is bad because the insurance is compulsory and yet they are unable to assit me when it comes to claiming.