Inconsistent and pathetic service

I have sent through a claim to FNB regarding my credit life insurance and the fact that due to Covid 19 and also at the fact that my company is under business rescue I am currently not earning a salary and unable to pay for my loan and credit card and I was told that I don't have a valid claim because I have received TERS.It was futile explaining this to the FNB guy as he was not interested in what I had to say and I also advised him a colleague of mine from the company who also had taken a loan and have also received TERS was granted her credit life approval for them to pay.Where is the consistency? I have advised them the money from TERS was so minimal how was I suppose to pay my for my loan.No where in my contract with FNB I was told that I will not be able to have this all covered in the event of me not earning a salary and just getting temporary relief amount from the government due to Covid 19. I was told to get a letter from my company again to state I'm not earning a salary but I had given that out in May and I was asked to get a letter from my company to state that I will no longer be receiving UIF Ters.Pathetic service.Everyone is aware TERS was a government relief and was to be given for 3 months.i would really appreciate a Manager to contact me as I seem to be Getting nowhere with this.bad reputation for stressing clients at this time.