Claiming problem

I took good from Lewis in 2018 and I paid every month without skipping until this year January 2020 . I was retrenched January this year and I submitted ui19;retrenchment letter and last payslip as requested all documents certified... I have a top up cover insurance on my purchase but after submitting docs I only received one sms stating my claim was received and attended to thereafter I have been receiving sms's about making payments my account is in errors and phone calls... I'm just asking how long before my claim is approved and what about all the interests incurred after I was retrenched because I can't afford them.. Lewis stores