Retrenchment Benefit Not Covered

I took car insurance and I got retrenched informed my insurer and they have asked me to submit the documents so that I could qualify for the retrenchment benefit which I did and they acknowledged receipt,when I made follow up they told me that they cannot get hold of me and I failed to understand why because my details have not changed. I provided them with my contact details again even though they have them on their records even today I have not had any communication from them.