Retrenchment insurance claim still not assesssed - account more than R4000 in arrears

I was retrenched earlier this year but luckily I had credit life insurance on my Mr Price account which covers retrenchment. My claim was submitted to Mr Price five months ago, and although the insurance department had told me in May that the account was submitted for assessment, I've had no feedback, and my account has now been running on for months with me now owing in excess of R4000 and is now several months in arrears. I've sent numerous emails and spoken to dosens of Mr Price agents and still there is no resolution on the account. It is negatively affecting my financial status and detrimental to my credit score. I have asked Mr Price for feedback in order to approach the NCR and Ombudsman for insurance.