No cover even while paying every month.

I called FNB Insure on 14 and 15 October 2020 and I could not get through.I also send an email on the 15th and also on the 20th October for legal assistance.FNB insurance has not reverted back to me until today yet they are taking the money every month.I don't understand why FNB Insure is taking my money because clearly FNB Insure is not covering me and FNB Insure is not offering the services they promised.FNB Insure please refund me all the money you took because you did not cover me in any how.Be careful of this FNB Insure I requested a small thing and FNB Insure could not cover me imagine in an urgent matter.