Complaint regarding Account protection plan

I have an account protection plan on my Jet account and its underwritten by hollard. I lodged a claim on the 13 of March after I was retrenched in order for my account to be settled as per the retrenchment clause however im still waiting to this date as my account is not yet settled/closed. Jet store in sandton sent through the necessary claims documents on my behalf to Edcon on the 13th of March. I was then contacted by a consultant who mentioned that I must send another affidavit on the 13 of April certifying that I'm still unemployed in order for my claim to be processed and the document was sent by Jet sandton on my behalf. I then followed up with Edcon and was told that they haven't received the document and I took it upon myself and emailed the document to Edcon on the 24th of April. I made numerous follow ups via email but haven't received any response. I received an sms last night stating that I need to pay my account today....and this is worrying me because it will have an impact on my credit status yet I've been paying my account well before I got retrenched. I will escalate this matter to the ombuds if not resolved by the end of this week.