Unhappy client

We ha lodge a query with clientel more than 3 months now. The case was dealt by Nomsa. The query is regarding *****, to my surprise today received sms from clientel that said the matter is being referred to external lawyers and we must call them. Why are we expected to inccure additional costs while I have a policy with clientel which covers me up to 500k of legal. What is the purpose of paying monthly installment if the lawyers are not even able to resolve simply cases. Am really disappointed with the service received I have been paying you guys for years for the first time I encounter problems you guys can't resolve the matter. What is the purpose of having lawyers if you can't assist with legal issues that are stipulated in the contract. If Nomsa is not able to deal with this matter can the issue be referred to a lawyer that is well equipped to this with this issue