STANDARD BANK CREDIT PROTECTION PLAN = PLAYED MYSELF

So I'm currently out of a job due to this Covid-19 pandemic and tried to lodge a claim against my credit card with Standard Bank but have been told that my claim is not valid as "I am not retrenched but just laid off work, so I will have to speak to the payment holidays division". What was the point of taking up insurance for in case if I was out of a job if my claim will not be processed when needed? The lady I spoke to, Xoli,from the claims department started by passing me around to someone else and they kept on passing me back to her. When I finally got through to her, she kept on interrupting me while I'm trying to explain my case to her and what my terms and condition of agreement are saying but ended up by cutting me off and transferring my call again. I am very unhappy with the service received and will be escalating the matter further.