Flysafair travel insurance a ****

Our flight on 24 September 2021 was delayed by 7 hours. we had travel insurance that allows us to claim for flight delays. I then requested the claim forms from Chubb who said need a letter stating reason for delay from Flysafair. Its been 7 days of trying to get that letter. Now wondering whats the point of selling ravel insurance ? Cant even get documents you require if you need to claim