FNB credit claims' Gugu Ndlovu lacks customer service and product knowledge!

I have a credit life insurance policy with FNB for my credit card. They approved my claim for 6 months and said they will make a review thereafter. My unemployment started on 01 Sept 2020. To date FNB has only paid 1 instalment on 01 October 2020. I am disturbed by the handling of my claim by a Gugu Ndlovu who has given me incorrect information and hasn’t had the good sense to try to correct it. She is in charge of my claim but doesn’t understand how they claim pays out or how the credit card works. I even called in to speak to another agent who said he will escalate the matter as she had said to someone else but to date no one got back to me. I am still in the dark and no payments have been paid. Firstly on 27 Oct Gugu calls me and asked i send my 3 months bank statement of the account i am using since i closed the fnb cheque account. she claimed to have sent me a text message before, that i never received. She said there was a payment of about 2.9k that was to be paid on 26 Oct but was "probably" on hold because my bank statements were needed. Otherwise the date my payments would be made is the 26th of every month until February. I sent the bank statements same day, asked her to confirm receipt and probed further about the payment date she confirmed. She only did two days later and didn’t answer my question of how the claim pays out. Nov is my 3rd month of unemployment. My statement closes around the 29th. 1. How are payments calculated, 2. 2. Are they based on my statement date, statement payment due date or does this insurance have its own calculation? if you are working on my minimum payment amount, you are behind by a premium and due one this month. Secondly the 26th is after my payment date of the 25th and it’s before my statement date of the 29th. so if you are going to be making payments then, it won’t count toward a payment due for the previous month or the next month. Today is the 9th, no word from Gugu or anyone in your company. I have a payment due on 25 November. What happens now? I think I have a legal right to know how this is paid out. Because at this rate its not working out as automatically as it should. And I cannot have my credit record *****ed by your tardiness. This is a difficult time, please don’t make it worse with lack of transparency, inconsistency and incompetence. Please treat your customers fairly.