Claim - credit card - [External Email] - FNBREF#***

I took out the debt protection plan on my credit card and have app**** for cover during this covid 19 crisis. I have not received any feedback or call from FNB. I managed to get hold of someone two days ago and she was also not able to assist and I was told to wait. How long does should it honestly take for FNB TO GET SOMEONE TO CALL BACK THE CLIENT? And why pay for something that never helps you in times of need