Edgars protection plan

In May I got retrenched and put a claim on my Edgar's protection plan. To date my account has not being settled. I am receiving numerous calls from Edgar's that my account is in arrears. I have had the phoned slammed on me saying they cannot help me, I must call Hollard or RCS directly. Why must I call Hollard or RCS when the monies was paid directly to Edgar's. My account is now incurring interest. I was never in arrears with my account.