confused and lack listen skills

I was retrenchd according to my policy I'm covered for retrenchment , my sin was .. why they still deduct monthly because it's cover for me? They ask document i did send. Now they need a special document before they can start processing my query . If my company gave me the letter of retrenchment who am i to tell them what to write because my so called insurance needs this specific words from that letter .i think it's not fare for us , we are not working for TELKOM .HR we can't answer for some question asked outside the company. Another things i cannot listen oASSUPOL agent which doesn't have customer service skills. I pay Auto and general for my policy. Why should i argue with......?