Non existing ensurance... working from home = paid holiday

My husband has been medicaly boarded in June this year. All his ensurances paid out. The only one I am struggling with is Woolworths. I have jumped through all the hoops. However they are all working from home you cannot speak to an agent supervisor or manager they will phone you back... which never happens. Every month you pay for the ensurance however at your worst moment they are no were to be seen. The end of this month I must pay my bills again including my insurance fee for what?