FNB Lifestyle Cover

I had lifestyle protection cover from FNB for my loan and credit card.I app**** when lockdown started and I was not getting a salary.It took forever that eventually after I was retrenched they started paying for my credit card and never paid for my loan.When they handed me over to a debt collector I called and asked what happened to my application for my loan.Till today it was never paid.I took the lifestyle cover for this.Now don’t know what’s happening.