Awaiting for response

I am having an account with FNB and also joined their overdraft insurance, which in an unforeseen circumstances of retrenchment will pay your debts. I was retrenched on the 3rd of June 2020 and according to the policy statement you inform them within first three months of the retrenchment. On the 30th of June I went to the branch and an email was forwarded to them. The branch informed me that I will be answered within 10 days, until now no reply was received. The debtors are now threatening to blacklist me. I don't have money to pay them and I am still waiting for FNB.