Truworths insurance

I have an account with truworths and last year November i got retrenched from my job i emailed them to make them aware that i was now unemployed and if they could put my account on hold till i find employment this was their response email to me Good day, Thank you for your email. Upon reviewing your account we can confirm that there is insurance available and your retrenchment form has been forwarded to the relevant department. Kind regards, Aashiqah Customer Services Consultant So I’m confused as the insurance hasn’t paid out as yet and i get numerous emails calls and sms’s asking that i settle my account. The last time a lady called and said there’s no guarantee that the insurance is going to pay out so i spend money on paying for insurance with no guarantee that its going to pay out. I’d like for this matter to be sorted out as i’am dissatisfied with how they handling this matter.