Poor customer service with no empathy

I have a loan with direct axis for 6 years now. In December I suffered a mild heart attack. I put a claim in January for critical illness. They referred me. To FNB Life to handle my claim. At the end of last month, FNB Life referred my claim back to direct axis. Direct Axis sent me an email on the 6th June advising that they are referring it back to FNB Life. I advised the Direct Axis consultant that I am disappointed with the service because I am a direct axis customer for 6 years and I missed my premium last month and direct axis calls me daily and sends me messages daily for the payment however no one is giving me feedback on my claim. The counsaltant did not apologize or show any sympathy but rather said that my claim has been sent back to FNB Life and I am liable for all premiums until I get feedback from them. She went us far as telling me that I must refer to the terms and conditions. Poor customer service with no accountability or empathy knowing what I have been through and I am waiting feedback from January.