Account balance insurance

I have been paying extra money for account balance protection its been full 3 weeks now i sent through the claim my account its up to date never missed a payment but this retail store is failing me yet i have been paying them they haven't paid my account and that is going to result bad as my account will be behind useless company ever that doesn't value their customers i don't recommend any one to take their insurance they hv to pay now every day its a different story mom verypoor service no customer service at all