Unprofessional feedback

I lost my job last year under unfortunate circumstances, i sent my unemployment insurance claim form to my employer and it took them 4 full weeks to send me the form and was told at some point that it was sent directly to the insurance claim where it was acknowledged that it was received but whr I did follow up I never received feedback from the insurance. I then submitted the form to the credit insurance with my supporting documents only to be declined and was told that I wilfully got myself dismissed. I wrote and objection cause there was a CCMA document that was attached signed by both the former employer and myself at the CCMA in front of the commissioner which the insurer decided not to consider and to my understanding that document overules the employer's disciplinary outcome at the hearing. For the insurer not to consider that but decline my application and even go to the extent to say that I wilfully got myself dismissed that is very personal considering that they don't know what lead to the dismissal. To be told by someone who was not even at the hearing that I wilfully got myself dismissed is very unprofessional cause they don't even have the facts of what happened that got me dismissed. I wrote the objection three weeks ago, attached the documents again cause on the dismissal the employer even wrote dereliction of duty which wasn't even on my charge sheet which I still have and even at the hearing the it was never brought up as a charge that we abandoned the duties. My question is how does the insurer get to be so personal about their feedback without considering the CCMA document that was attached but only considered the employer's disciplinary hearing outcome? Three weeks since I wrote an objection and followed up a week later and I have not heard from them. I have had to continue to pay the loan with the uif money just so I don't forfeit the insurance at the cost of the wellbeing of my family cause I need this money to put food on the table and I still need to find a job and being black listed will minimize my chances of getting a job. On the email I asked them what supporting documents they needed cause I am willing to go to the CCMA and get them the documents they need as the case didn't end at the disciplinary with the employer, but they have chosen to give me silent treatment. I have been paying the insurance and I deserve feedback as a paying client, as an insurer you're being too personal about things that you don't know about and were never there to witness. Like the saying goes there's two side to story, if you had written that my claim was declined because I was dismissed and that is according to the policy is one thing but for you as an whole insurance company to say that I wilfully got myself dismissed based on the hearing outcome which you were not part of is very unprofessional. To top it all you choose to ignore the CCMA document which I submitted which is of higher authority which the employer signed which over rules the disciplinary outcome. Now it's three weeks you've decided not to respond to my objection, if you want the details of what lead to the hearing and you want the details of the hearing and the details of the CCMA process I am willing to provide them all with evidence so that you can make an objective decision instead of treating a coin as if it is sided and it doesn't flip. I hope to hear from them cause three weeks is a really long time to wait and I can't keep up with the payment cause it feels like this is deliberate so that I can forfeit the cover by not paying. Please respond to me with what documents you still do that you can provide me with a feedback that has taken all facts into consideration