FNB loan claims not giving any feedback

I sent in a claim of loss on income and protection plan to put in place on the 9th of April, for my credit card and loan. I then received an email requesting relevant required documents for the claim on the 13th, which I provided immediately. From then onwards I have received no communication what so ever and have sent multiple emails requesting feedback, as well as tried to call with no success since it seemed nothing has been done. My account is now in arrears because of this. I have also spoken to people who called for payment of my loan and credit card and I have explained it again over and over but nothing still.