Account balance protection claim ignored

I have recently been retrenched and submitted a claim to my account balance protection plan. I emailed all the relevant documents to *** on the 17 August. It is now 10 days later and I have not received a confirmation or acknowledgement that my documents has been received or any form of correspondence, stating that my claim is being processed. I am appalled by this, as I have been off work since the start of lock down, living only off uif benefits, but never missed one installment. Now when I need assistance from a product I've paid for monthly for years. I am being ignored. I can guarantee that if I miss my payment on the 31st I will get a call. SORRY Truworths I WAS RETRENCHED AND DON'T HAVE MONEY TO PAY MY INSTALLMENT.... SO LIKE YOU ARE NOT BOTHERING TO ASSIST WITH MY CLAIM, YOU SHOULDN'T BOTHER TO PHONE ME FOR A MISSED OR LATE PAYMENT... I AM SO UPSET