FNB insurance claim

I have a policy with FNB, which pays out if I am admitted to hospital. I now need to claim against the policy, and FNB do not respond to my emails. They are therefore taking my money and not fulfilling their obligation. Also when I took out this policy I had to verify that I was in agreement with the debit order via debicheck, which I waited to see if their security was in place, and they when ahead without my authorisation in any case. So much for security checking.