Delaying to approve my home loan protection plan

On the 5th of August, I got retrenched from my work due to S189 of the Labor Relations Act. I have a home loan with FNB, and I have been up to date with my installment ever since my bond was registered. I also have an FNB mortgage protection plan, which I took I when I took my home loan with them. I have submitted a claim as early as the 8th of August 2025 by submitting all the requested documents by your consultants, which included (1) A notice of termination, (2) A certificate of service (3) UI-19 as proof that my employment has been terminated by the employer. I, however, would like to express my dissatisfaction with how FNB has handled my query as I have not received an outcome regarding my home loan claim since 5 August until now. I have tried to reach out to FNB several times to follow up on my query; however, the experience that I have received is just below the standard. There is no sense of ownership from FNB consultants; they do not want to take responsibility and investigate the matter. All they do is keep transferring my calls from department to department. It is very frustrating and disappointing that after so many years banking with FNB, to get such ******* treatment. I have 3 escalations dating from August that were logged on this matter, and still no feedback. I really need this policy to cover the instalment for the coming few months while I am still job hunting. I do not want my home loan to be in arrears as I have kept it in good standing since my first instalment.