Balance Protection plan on Edgars acc

Good afternoon I logged several times my claim for my Edgars account at Hollard but NO RESPONSE at all, Edgars is phoning me twice every day but I lost my job during Covid and do not have money to pay the two last instalments, I did take out Hollard in 2015 to have myself covered and to my shock I am not getting any response or my claim been processed, why does it then help to take out this insurance and pay it every month and when you are in need of it, you not even get an sms . Terrible service