Poor service - Call centre agents not competent in their work

I've been trying for nearly a month now to get info on how to claim on my debt protection plan with FNB after I was retrenched. Firstly I was informed by one of the call centre agents that I don't have cover for retrenchment on my policy. I told the lady that I have protection on the policy. She referred me to my FNB branch which I visited today without no success as we could not get through to the call centre. I was also said to send an e-mail to claims @ fnb that was send on the 28th April....no reply yet. Can someone please contact me and tell me what the process will be to claim please as I am really tired of excuses not to help as well as people that's *********** to do their work but get paid for it!!! Assistance in this regard will be appreciated asap