Hollard not paying my claim!

I'm so disappointed with Hollard company. I had an Edgars account and was paying account protection plan for it. Last year August i was retrenched and submitted paper work to Hollard for my claim. I received a reference number and was told everything is sorted. On Monday the 2nd of August 2021 i received a call from the lawyers saying my account has been handed over cost was not paid! I thought Hollard is a trustworthy, reputable and professional company but no i was wrong. I tried to get hold of them to even sent an email. But to this day no reply. Im so disappointed with Hollard!!!!