Hollard Life Insurance acting like a *********

I submitted claim forms and necessary Documents to claim from my account protection plan provided by Hollard Life Insurance through an edgars store. Two months down the line I have not received any response from Hollard Life Insurance. Reciept of my documents has not been acknowledged. Nothing!!! I was retrenched and while actively looking for employment , I cannot afford to pay my account. I have had this account for almost 4 years and they have always charged this premium. Why can they not pay now?