Almost a month to hear from insurance claim

I have been paying credit insurance on my personal loan every single month. Now I am unable to earn an income and want to claim against the insurance. I app**** and have now been waiting for almost a month to get an answer on my claim. After countless calls and being advised the claim is with the assessors, I still have no answer... The due date for the monthly installment is approaching and I just cannot get answers from anyone.. Never before have a felt so frustrated just to get an answer..... :-(