FNB should change their logo to HOW CAN I NOT HELP YOU!

I have a loan with FNB and have faithfully being paying it for over a year. I have being paying the FNB Debt protection insurance on my loan as well which is automatically charged whether you want it or not. Two months ago unfortunately I found myself in a position that I am unable to pay my loan. I submitted all the documents they requested and they did nothing but keep debiting my account. I received an email to contact the collections department but you cannot get through and it says they under staffed then cut you off. Seems they are Not willing to help. I then contacted the FNB Debt protection and asked that my loan be paid by them since i pay insurance with them for times such as these. Again i sent them all the documents that they now required and it has been a month now and they still not helping me. Just keep coming back asking for documents which i already sent them or I get an email my email has been received and will be attended to soonest but they dont get back to me. Why am i paying insurance, when clearly they are not prepared to help.