Bad *********** Service- ******* and *****

I was retrenched in March 2020. I have a credit card and app**** for loss of income. This was approved in March and the first payment was made in April - yesterday I received a call from Standard bank saying that they only received my payment for April. Why do we pay insurance on your credit card and when you need this then this is the service you get. Incompetence cant even be used in this instance. What do they do with all the monies paid by clients over the years?