Bad service

Bad service received from Capitec credit insurance.I submitted my retrenchment claim in May.In June i received a message that my claim was approved till to date no money has been paid to my loan since i'm unemployed instead Capitec debits every little last cent i get in my account.I don't understand what is the point of having an insurance if it's not going to help you when you really need help.I have called and sent numerous emails to this date nothing is happening.