Insurance claim

I lost my job during covid last year and had insurance on my loan account with Fnb. They only paid for 6months and stopped and after million emails they advised me they require affidavit to prove I'm still unemployed which I provided in February already and emailed them requesting feedback on the insurance outcome and to this day no one bothered contacting me instead they call me with their machines telling me my loan account is in arrears. How can you take insurance and they only pay for 6months and instead of settling the debt they don't. The service is disgusting and when you actually get to talk to what they call your personal banker they are so rude. Can someone contact me and settle this loan account as per insurance I have. And atleast someone call.i held you as such high regards once and referred family to this bank however no more