Loss of income claim: ZERO outcome of claim and lack of communication

Good day, I lost my job at the end of April 2022. On 28th July I submitted a loss of income claim with Coricraft/RCS Group. On 12th August they confirmed that the claim is in its final stages and I will receive the outcome via SMS. Today is 28th August and I haven't received any further communication. Yet, they are still billing me and my credit record is getting affected because I am unable to pay. According to my policy, I am covered for loss of income.