Covid-19 Insurance pathethic underwriters and not helpful

Due to Covid 19 I am temporarily laid off and direct axis assisted for 2 months then told me to contact IUA. I have been busy with IUA for a month and they declined my insurance claim. I don't understand the service I'm receiving at the moment. I have been a long standing customer with direct axis but now when one actually needs them they nowhere to be found. I've been calling for months no answer I sent emails a month later I get a reply they acknowledge my email but still no call. I finally get thru to the creditors department to make a payment arrangement as I'm still unemployed but yet willing to pay a portion on my loan but the consultant told me NO they can't do that. I'm willing to make manual payments until my job is reinstated but yet direct axis is not helpful at all. I have taken a sanlam loan thru direct axis as well and they have given me the relief needed until my job is resumed. Direct axis the worst service ever I've received thus far for a situation that is beyond anyone's control. If covid19 never happened then this wouldn't of been happening. I've never skipped one payment with you guys but yet u give me a cold shoulder when I actually need your help. I was also told that the only time I can make payment arrangements is when they hand me over. HERE I AM WILLING TO MAKE AN ARRANGEMENT WITH A CERTAIN MINIMAL AMOUNT and STILL NOT GOOD ENOUGH TO DIRECT AXIS. NOBODY EVER CALLS U BACK EITHER.