Monarch insurance company unfair customer service

It been months now dealing with Lewis trying to get the statement which the sent but they didn't acknowledge my complaint I had to send another one regarding my insurance and the amount that I paid without difference in my accounts I have been paying my account well since it started but the money never decreased I have questioned this several times without clarification I lost my job in January and still was told to pay the account wherelse I had insurance for loss of employment or income how does that work because I was never advised accordingly on why the insurance didn't take over because I told the branch that I can't meet my monthly installment I was harrassed to make payments even if I didn't have money to do so but I had insurance that I was forced to take being advised that it was a requirement so now I feel ****** as a customer that I had to pay insurance for nothing no one is advising me I sent email to the store directly to the customer service am not getting feedback I sent the required documentation to support my lost of employment 04 September 2020 but even today no one has communicated with me Lewis store or the claims department Monarch insurance company No one is willing to assist me my next step will be the Ombudsman because honestly I have been paying for nothing no proper advice was given here account *** ***