Customer Protection Plan is a ****!!!

Good day. I am very upset. Why do we need to pay the customer protection plan premium on our accounts?????? I have an account at Miladys. When I opened the account I took out the protection plan and I paid the premium every month. I got retrenched in February and I send the documents in twice. The first time at the store and the again at a stationary shop because they did not receive it. Now they call me with a final warning because my account is not paid up. But nobody from Miladys can tell me anything about my protection plan claim. All they worry about is the installment. Where should I get the money to pay if I was retrenched?????? Why don't my protection plan cover the account???? That's why I took out the protection plan so that I would be covered.