Pay for credit protection but no assistance

I’ve been trying to claim from Hollard life insurance through IUA business solutions for credit protection due to Covid-19. I’ve started this process in April already and still to today no feedback on the claim. I’ve complained to IUA directly and no feedback! How can Hollard even use a company like this with no customer service. We pay every month a fee for what? When it comes to claiming everyone disappears. No wonder Hollard also has plenty of negative reviews