Fnb dnt want to pay insurance claims

I have been writing to FNB since April trying to claim from my debt protection plan on grounds that I am unable to earn income in May going forward , a respond I got was to take a loan so I can be able to pay for my debit which does not make sense to me because I do have insurance which covers in case I can not earn income but fnb is busy sending massengs to take loan instead how does it make financial sense to pay loan with a loan... Why do I have insurance when I cannot used it when I need it