Claim rejected after it was approved

I have a student loan and have been paying CPP premiums for 3 years now. According to the plan when you get retrenched they will pay the instalments for 6 months. I sent all the paperwork to the claims dept and it was approved but after checking at the end of the month they haven't paid anything into the account. When I contacted the loans department they said the claim was rejected. The number I was given for the claims dept doesn't exist and its a mission to get a hold of them.