Credit insurance from FNB not working.

I have a loan and a credit card from FNB and have app**** for credit insurance since the beginning of the Covid-19, till today the claim was never finalized or even got a report back.I finally called in last week and spoke to one of the consultants who could see that I have been trying using the FNB App.They asked me to send the documents again using his fnb email address, a week later I get an email that I have been handed over.