Extension on claim

I’ve been sending emails to *** and *** with regards to my personal loan for the extension of a claim. I have still not received a response since the 3rd of December but you will be very quick to deduct money from accounts when they are in “Arears” all I need to know is if I can extend my claim from my insurance because I’m not able to afford the repayment as yet. Can someone please respond because I can’t have the little that I get be deducted