Edgars trying to save their business off the backs of once loyal customers

I am one of the unfortunates who has been left jobless due to Covid-19. Luckily, I have been paying for account protection via Edgars for many many years, and thus went into the Edgars Centurion branch in order to claim from this insurance. This took me two hours! Still, I kept receiving calls to pay my account, and after explaining to numerous call centre agents, eventually requesting a Supervisor to call me back (which I am still waiting for), my account has now been handed over. So what did I pay the account protection for, for over 5 years? Dutifully every month??