Frustrated custome

Good Day It is with dismay that I address this issue on this platform. I took a credit card with woolworths and was offered card life balance in the event of death or retrenchment. I lodged a claim with their claims department and I am not getting any joy from this department. I have been emailing documents and no one is getting back to me. I am annoyed to get smss that remind me that my account is in arrears. Why do we pay for card life where we don't get any sort of benefits when the need arises?