Credit insurance doesn't want to cover my 3 months loan installment due to lost of income from unforseen circumstances

Hi My name is Peace and I'm an unhappy capitec customer. I'm not happy with their credit insurance because back in 2020 when we got hit by the covid pandemic I launched a claim from the insurance to cover my 3 months loan installment since I incurred lost of income due to the hard lockdown imposed on us by the state, the customer services said to me my capitec credit insurance doesn't cover lost of income due to covid but they do cover events of retrenchment, injury on duty and death etc. 3 months later I get an email notifying me that my credit insurance premium is increasing due to covid 19 and will result in an increased loan term. I tried calling capitec for clarity because I had to dig out my savings to cover those 3 months on my loan without my salary but I'm not getting help, they keep on extending my call to next department. 2 years later I get an email from the insurance saying they'll cover me for 2 months 'cause they've approved an amount of R5000 yet my monthly installment is R4500. I want clarity on how they got to that amount because I claimed for 3 months and that approved amount does not even cover my 2 months installment. 1. Why my claim took almost 2 years to be approved? 2. Why are my insurance premium and loan term increased? 3. Why the insurance didn't cover the full 3 months of lost income due to the pandemic?