FNB Credit card debt protection

I have had an debt protection plan on my credit card since 2015 and I have been retrenched end of May 2018. On the 20th of June 2018 I have submitted all relevant documentation at the Hopetown branch and when I followed up on the claim on the 4th of July 2018 I was told that FNB did not recieve any documentation. I the resubmitted all the documentation on the same day via email and till date I have not yet recieved any feedback. Every month I paid everything for this policy but now when FNB must pay their part they just ignore it. I want this policy to be paid out end of this month!!! How difficult can it be???