Clientele legal lack of assistance

I took legal cover with Clientele in 2022. My first claim was in the June 2023 when I received letter of demand from plaintiff. They assisted me with the matter by responding to the demand immediately and efficiently. The same matter continued in February 2024. The same matter I received summons. I contacted Clientele legal with confidence to pick up on what we have started. To my surprise a gentleman by the name of Fabian Jooste called me telling me that Clientele would not assist in this matter. When the matter needs to continue they are excluding themselves. I am really disappointed with them and would like to be assisted challenging this unfair conduct after they have been collecting my premiums for over two years. When it is critical times and I need help they cannot assist. I am in a situation that my summons are due by the 27th of February 2024 without legal advise. Fabian was so rude telling me he cant repeat himself if I fail to understand while he did not have an answer for me. He just maintained that he doesn't deal with complaints. He will refer my complaint while my time is running out.