Disappointing services

Nedbank insurance is so disappointing, I hav a personal loan I was encouraged to ip for a payment holiday due to the lockdown I was put on no work no pay basis... I opted for the payment holiday and was told to put in a claim with the insurance department which I did, since putting in the claim for April and may I have not got a response for either and the 3 months payment holiday is almost up.. To my understanding it was compulsory that I have insurance incase of an event where I would be unable to pay, no help or assistance is provided what so ever, I went to the branch in Cresta with my documents out of desperation to get them to assist explaining that iv submitted via email countless times with no response, the said I should call the insurance department yet again for assistance they at the branch cannot help, so basically I'm banking with a bank that simply does not care, just waiting to get the money and that's it. I will be leaving Nedbank as soon as I get back to work level 2