No assistance

I called collections in February to advise that I have been unemployed since 07 November and is unable to make full payment on my account. I asked to be assisted with an arrangement on my account and was advised that the collections agent does not have access to my account I need to contact the insurance department who is not available. Up until today I had no correspondence with anyone not by call or email. Please assist me with a arrangement in order to pay my account while I do my best to get my account up to date. Your assistance is highly appreciated.