Lack of communication from Truworths

I have been retrenched from work , so i have submitted my letter to truworths as i have an insurance which cover account balance protection which i am paying for every month. I have submitted in May 2022 and since then i have had no feedback everytime i called i was told to contact the insurance directly which was hollard,when contacted Hollard i was told there was no claim from Truworths so they will submit a claim and contact me within 48 hours. Its been 3 days and no one has contacted. My account has now been handed over due to non payment.