Covid Payment Relief - NON Existant!

I have been sending my Loss of Income document, with all the other required documents, since April, when the lockdown started. Each time I got an automatic reply that the process is slower than usual - which is understandable. Then I receive an sms stating that my Customer Protection Policy lapsed due to non payment of my loan and that I was handed over to Blake for collection? This after I received a call from RCS saying that while I wait for an answer from the insurance, I must please make a R 500-00 payment, which I did at the end of June 2020. I have never missed one premium of my loan, but no cover due to non-payment? How does this make Any sense??