Account protection plan allocation - Poor Service

I was retrenched in August, I had a insurance policy with Hollard to cover in my edgars/edcon account if retrenched. Hollard paid out to Edgars o within a few days. I keep getting the run around from Edgars on allocating the payment, even though I have sent them the proof of payment. It's really unfair and very sad that this is the service that we receive from Edgars. Who can resolve this.