legal team never responds

Hi I have been medically boarded at work , my home choice and finchoice accounts has personal protection policies on them , most of the account have been closed due to the claim, my one finchoice account I was advised they cannot do a claim on as is doesn't have a policy , I also had made a payment on that account which finchoice allocated the payment to the wrong account . I have emailed their legal team with no response and no one can help me with my queries to the policy . this is really bad on finchoice. I now have debt collectors constantly calling me , I won't agree to any payment till this is sorted out