Non existent client service

I have been trying to activate my insurance in my credit card to cover my monthly payments as I have been retrenched since 3 April 2020. Have I completed all of their forms as requested and sent them in multiple times,all I recieve is a automated response ,my local branch says they cannot help me,the branch manager does not reply to any of my emails. This is going to affect my credit record,I have always paid on time for many years . I have a platinum account but recieve absolutely no feedback. They say 10 working days ,I am currently on 44 working days with no end in sight What is the point of having insurance if they do not allow me to use it