Capitec Credit Insurance

I have credit life insurance with Capitec for my loan and credit card, i logged a claim because the company put us on temporary layoff, claims department acknowledged the claim and promised to pay my accounts for as long as i am on layoff, they only paid once and i have to constantly follow up as the accounts is now 3 months in arrears and they just say we are finalising the claim and no communication whatsoever. this is a negative impact on my credit score.