Game RCS unreliable insurance offering

I have a game store account and due to recent events had to apply for credit income protect, I first app**** april 17, was told my card was on hold and received a mail in may to say application will take longer due to covid, I called at end of June and was told claim was lost, even though I had received confirmation emails, I then app**** again on July 1, the person advised that I stop my debit order as I still paid from April to June and won't be reimbursed if I pay till claim is sorted, I then kept receiving messages saying my account was in arrears but was told it would be sorted when claim is dealt with and I should inform person who calls me of my claim, I never received a call but received emails, SMS and my credit score was affected negatively, I was very upset so I called n spoke to a guy who apologized that as of the end of August they still have no answer for me regarding claim and there was nothing he could do in terms of freezing my non payment issue, he assured me that claims department will contact me as soon as possible, I have received no further information but still receive SMS saying to pay to avoid action. Insurance is compulsory when taking account yet claims are not dealt with appropriately,