Insurance claim not attended to for three months now.

Goodday, I was self employed and had a loan with fnb, I was affected by the national lockdown, that makes me struggle with my instalments lately. I submitted all the relavant documents for insurance claim, three months ago, and no one came back to me except their collection department, to me It looks like they are not willing to help me, but atleast to explain the reason. Because I tried to keep my account up to date until now, that I'm struggling, I really need insurance to cover me for few months while I'm starting to make salary for myself. Please help me.