Nedbank - Being given the run around so they do not honour my insurance claim

I put in a claim as I was retrenched last October 2018. Apparently there was a none payment on my insurance which I was not made aware of. I have been paying this insurance in excess of 10 years and have never made a claim. The policy was reinstated and apparently there is a 6 month waiting period in order for me to put in a claim which I was not informed about until time to claim. I have requested Nedbank provide me with the necessary documentation I need to send through in order for them to honour my claim but they refuse to confirm. They promised to get back to me within 20 working days but this has gone by, Their rep Carlo Nell is useless and only relies on e-mails rather than assisting Nedbank clients. I am being given the run around as the waiting period is over but Nedbank refuses to honour my claim. How pathetic.