Pathetic service

I have an Edgar's account and recently lost my job, I have a account protection plan with Hollard for the account . I sent in my claim on the 4th August and received a sms to say it was approved on the 17th of August . I then called in on the 23rd, 28th August then the 2nd September and was advised my claim would be paid to Edgar's in 5 days. I am receiving calls from Edgar's saying they require payment for my account . I also call Hollard on th 15th and 17th September and 2nd October and was advised this would be paid . Now Edgar's is going to hand me over due to no payment when this should have been settled already