Credit insurance claim DELAY

I have been medically boarded since 31 May 2025. I submitted a credit insurance claim, it's almost 4 months now. Sometime when I call to check the progress, I'll be told to resubmit things that I had already sent. It is sad because FNB is my everyday bank. But I am disappointed with how they are handling my matter. I am not working anymore, they keep debiting money from my account. Which is affecting my monthly budget badly. Communication is really bad from their side regarding this matter. I was once told to send an email, to support the doctor's report on my illness until medical boarding. I did as requested, but still no communication. Instead, the last time I called, I was told to resubmit the claim, irrespective of the Reference numbers that I gave them, that acknowledges that I have sent before. I have been paying my credit without fail while I was still earning a salary. I don't deserve to be treated this way.