The failed to approve my insurance

I open an account with Barnetts on 10/09/2015.everything was done even delivery was on time.I paid all the month while I was working.The company that I was working at,they give me a retrenchment letter on 23/03/2015 indicating that I will end working on the 17/04/2015.I claim insurance on 26/03/2015.my claim was rejected but fact is that I claim my insurance on time.my account is on arrears.Can people who are responsible to help me