life claim from fnb muted

due to a lockdown our company couldnt afford to pay my salary therefore i had to claim from my credit life insurance . ( march). i was requested to submit neccessary documents and was told to expect a response in 7 working days . guess what 2 months down the line i am still expecting thier response. today i decided to confront them about my claim . luckily after 120 minutes on hold i managed to get hold of thier agent . was put hold for another 10mins. was asked my referances number which i provided .Your claim had not assessed because my documents had been attached to my policy claim. do i have to wait for another 2 months? surely this is not what i had been paying for .!