Isurance claim

I have recently put in a claim for a account protection plan as I was retrenched.

I have received no confirmation on my claim submission. When I phoned Hollard 3 times after, all 3 times I was told my claim was approved.

When my Edgars statement came it showed no payment was made and am now in arrears.

My problem is I have a faulty item I bought months ago which need to be returned to the store I bought it from. And then take the similar item at another Edgars store as the other store don't have the same size to exchange it. But I can not get the item as I am in arrears now.

Edgars only give 1 month to return or exchange and item. I have this item much longer.

When will this claim be paid out to my account. As I have been messing around now for weeks. I'm sorry it had to come to this where I had to put my complaint in here , but I am not taken seriously.

Regards Rochelle