FNB ignoring valid policy claim

I have been paying a debt protection policy of R46 000 with FNB and have been paying the policy for years every single month timeously. I was retrenched in May 2020 and I made a claim so that my overdraft debt can be paid. They first ignored all my follow-up emails and then sent me from pillar to post when I made a threat to complain about them ignoring my claim. They eventually paid R798 into my account whereas the policy clearly states the full debt will be paid on the loss of income. I inquired about the R798 and I am back to square one of being ignored again, since I made the first claim application on 26th May 2020 and I have only received very bad service from FNB.