Law On Call

I am a law on call client with FNB. I have logged a claim on the 3rd of February the only thing I get is please provide us with your ID number and policy number. I called last week Friday I spoke to Deon he said he will help I should send am email Attention it to him even by today he hasn't got back to me. I called on Monday they said his busy he will call me back even today I haven't heard from him. Tell me what is it that I am paying for here?