Capitec insurance claim

I’m highly annoyed at the incompetence of Capitec/ Guard risk, I went into a Capitec branch on the 26th of March with all the necessary paperwork to submit a claim as I have been diagnosed with breast cancer and am unable to work, I pay my loan religiously since I took it out in 2015 never late paid, in those instalments I pay insurance for situations like this. After a month I received email saying my claim for retrenchment was rejected , I then disputed this as it was not a retrenchment it is inability to work/disability. It’s a government hospital I can’t just walk in and ask them to keep filling out forms, I have already supp**** a medical report from the doctor, every time I get feedback you keep wanting employer information and on the system it’s even noted unemployed, guardrisk has numbers at the bottom of there emails I have phoned and phoned but they don’t even bother to answer there phones! So I’m asking can someone who actually knows what they doing to give me a call and help me as this is already 7 weeks of backwards and forwards! Completely unacceptable, why have insurance cover then????