Terrible client relations and feedback

I have a Game store account, with this account comes insurance that will cover up to 12 months of your monthly payments should you loose your income. When the lockdown happened I contacted RCS and explained that as a self employed beauty the****** I will have no income as we were not allowed to operate. They asked for me to fill in an application as well as send them my bank statements and afidavate from the police stating that I am now unemployed. I did all of this. Still have not received ANY feedback almost 4 months later. When you call you are on hold for up to 20 min. I get called by RCS numerous times to ask me for my money I try to explain and yes I have lost my temper cause really now how difficult is it to understand that I do not have an income I cannot pay you and I have lodged a claim!!!!!!! Now I receive a sms to say that my account has been handed over due to non payment!!! Seriously what more do I need to do, I have sent emails asking for feedback and I have received none. I have called with no success. This is not on, and no you cannot tell me that due to COVID you have not had time. ITS BEEN 4 MONTHS - how is it that RCS has time to call up to 4 times per day, but your claims department cannot find the time to respond to an email??????