Broken and confused during these trying times, my bank.. why have you forsaken me

I'm having the most terrible experience with FNB. I had to apply for the Covid-19 relief fund (loan), because I'm not receiving any income. I also realized that I have credit life insurance (NOTE FNB NEVER MENTIONED THIS TO ME AND DID NOT EVEN SUGGEST IT), I app**** and received the below SMS: FNB :) Your FNB Credit Life Policy claim was approved on 2020-04-26. Queries? Call ***.

Yet nothing has been communicated with me whatsoever. I don't want a loan? I have too many already. I want my insurance which is rightfully mine to take care of this. I've left numerous messages, emails, Facebook messages but no one gets back to me. How can I be approved for the Covid-19 relief loan AND the credit life insurance? I need help, I need explanation. Please FNB