CAPITEC credit card insurance a ****! Appalling customer service

Capitec bank has really let me down. I always thought they were a great bank with great customer service but what they have shown me in the past 3 to 4 months is the complete opposite. I claimed for insurance on my credit card for loss of income. I provided all the documents they asked but they have literally ghosted me. They continue to charge me for loss of income insurance over R219 each month but have decided to completely ignore my claims now that I'm in that situation. I have sent countless emails and have received no response. I have made many calls where each Consultant has put me on hold and then eventually hung up on me. Capitec bank this is not the way to treat your good customers. I have diligently paid my premiums but now that it's your turn to hold up your end of the bargain you want to ghost me. You can't ignore me forever. You also can't make people pay for insurance with no intention to pay out when people claim: that's the definition of a ****. Are you ******** people Capitec? What exactly is going on? Somebody communicate with me. I need feedback.