Why do we have insurance ?

So where do i begin - at first i submit the documents they told me to submit and then ...nothing happens (so i thought yeah its December and things are a bit hectic. So fast forward to January and after spending all my airtime to call them i eventually end up at a employee that could help me with my dilemma only to find out the documents were wrong so i re sent them the documents and phoned them 5 days afterwards and still nothing - no feedback not nothing and worst of all 12 days later the deduction goes off of my already barren account ....