Why keep rejecting my claims whereas I am paying monthly for insurance?

Customer protection insurance claim has been rejected. I don't have further proof because I lost my job 2019 due to company liquidation and therefore I was not well informed about insurance claims and I did not have any problem because I was able to pay but now I cannot afford to pay and I am working as an independent tutor under an international online tutoring platform. Times are hard, they sent me spreadsheet with all my earnings and a letter as a proof and also link to my profile for incase one want to check.

FNB rejected my claim. I am under an international platform no UIF or payslip. Letter from the company and cash flow data spreadsheet were the only proof I can provide.