Credit Claim not honoured.

I was retrenched as a result of COVID-19. Knowing I have credit insurance on my personal loan, I submitted a claim and sent every document they required. I received an SMS on the 5th June confirming my claim had been approved. On the 22nd June I called to make sure that the claim was indeed approved as I had not received any documentation confirming. The call centre agent told me they dont send communication with regards to this ( first red flag). However he confirmed that my claim has been approved and that my credit insurance will cover my payments for 6 months, allowing me time to find another job. This morning 26 June, the debit order went off taking the very little money I have to live off. So although my claim was 'approved' it is not been honoured. I was retrenched in March, but have made sure that I had the funds to cover my payments while I waited for claim to be approved. I am in good standing and have never defaulted on a payment. all I ask is for some help, but FNB could care less. I want to know where my insurance premiums have gone? If I stop paying, I get a mark on my name, something I am trying to avoid, but now it seems inevitable.