Pathetic , slow and don't follow up documents

Pathetic and unprofessional collection agent just called me ago ago requesting for a payment. I responded by saying I won't be able to pay due the Covid 19 crises and I have sent the documents to claim for insurance. Last week already, no responded instead I was sent an email with the form. Fortunately I already provided documents. Even since I sent my documents last week Wednesday, no one has came back to me till today. Until I got a call from a stupid consultant telling me still liable to pay the account. How insensitive is that, whilst I told her am getting half of my salary and have send sent the documents. When I was trying to explain she drops me with phone. Unprofessional pathetic customer service I have get. So dissapointed in this. Iv been always loyal to you ever since I had the account with you