FNB insure

Like many of us I have taken up fnb on their Covid relief option. I have a credit card and 2 personal loans, all of which are in a state of embarrassment at the moment. I contacted Yalu (Div of FRB) as this is the company handling insurance on my personal loans. The consultant advised me that I need to send her the contract of the personal loan as this will show the terms and conditions to see if I qualify for help. I don't understand as this is the reason I contacted them in the first place. Secondly I used the self help on the App to submit a claim for my credit card insurance. It rejected and it seems it is because Im self employed. This has been known to FNB since the policy was taken out 6 years ago. Im confused and need a competent representative from FNB to help me