Disgusting service

I have been paying Truworths Balance Protection Insurance since I opened my account in 2017, when the lockdown started and then was extended I tried to put a claim through I contacted Truworths, Holland and Finrite and sent through my documents. They never responded I then called them and the consultant was very rude and basically told me that I am not covered because in this instance everyone is not at work so its out of their control they cannot do a claim. I then paid the installment because I assumed I would be back at work the following month. I was not called back to work and was retrenched on the 29th of October. I sent through documents to claim for retrenchment multiple times and called them multiple times, finally I was told that the documents would be sent for processing and they would get back to me they never did, today when I called they said that Truworths told them that there was no insurance on this account I do have proof to that extent as it's on my statement every month, if they state that it doesn't count because I let the account go into arrears then surely they arrears should be paid by me but the rest of the monies due to them should be paid by the insurance company as I have been trying to get this sorted out for months further to that, why am I liable to pay the insurance due on the account wither way, it's of no use to me. They need to start responding to emails and calling clients back with responses, their customer service is disgusting, I was on hold with them and the call cut off, they didn't bother to call back.