2 weeks claim takes months

Good i have put a claim with fnb for inability to earn salary during lockdown their respond was that the government uif is a salary so they cant pay the claim. Then later on October i was retrenched then on the 13 October i send to them all needed documents they say their claim takes 2 weeks till today still wating for them they say they are investigating, don't understand if all documents are there what is there to investigate put the claim through and pay this is very confusing. The first claim during lockdown it was quite is it because i didn't qualify?????????