FNB credit card insurance

I called FNB to check if i have any policy in place to cover my credit card. I spoke to Talitha Maliphale. She said she can see that i have a top up cover however it was not being debited. I asked why not and she said she does not know and would have to escalate to her technical department and that would take up to 7 days. I did not accept this and i asked what happens if i die within that 7 day period and she said i will not be covered. until technical reverts. I then said that i want to speak to a person of higher authority. She then said that her team leader is in a meeting I asked for a second in charge will she was in a meeting and nobody was appointed. how unprofessional for a corporate call centre. she promised that her team leader boitumelo will call me when she is out of her meeting. My gripe is that i should already be covered my this prtoection plan and if not then i should be covered while they clarify with their technical department.How unprofeesional that they could not pick up that i was not debited for my cover and i had to call them without getting any positive feedback.