Horrible insurance claims process

I was retrenched in August 2017 and have send all paperwork twice and up to today havent heard anything back, instead i just received a statement that i am behind on my account over R2000. I must say that when these financial services gets sold then its all roses and bloom...as soon as client needa to depend on the insurance this is the kind of treatment we get. I am very unhappy with this as the last thing i need is to land my name on a blacklist. I realy do need this sorted out as this is causing me much stress over and above the fact that i am jobless and not successful in finding a job. I think i have enough stress now. Please assist me soonest. You should learn something from woolworths, claim was handed the same time and its is all sorted..not one bit of trouble from them.