Claims service deplorable

Good day I have been retrenched since 30 Sept 2020 and was asked to submit claim documents to game store in gateway Which I have done but I was asked to pay my installment at the end of Sept and Oct 2020 My insurance claim was approved and was only paid in Nov and Dec 2020. I was not informed hat I need to submit a bank statement in Jan. My account has been handed over to the collections department. I resubmitted my bank statement to rcs claims department but am getting calls from debt collectors everyday.