Pathetic Service from Wooworths Insurance

I have submitted my retrenchment insurance claim with Woolworth's on 18 January 2021 for my store card however I got a feedback after a month stating that I must send other document which I did again on 22 February.I called their customer service and they advised me that my query has been escalated to Insurance Department.I went to their whats app chat service which is the worst service ever.I was told to resend the document which I did.Can Woolworth's please tell me what is happening to my insurance .I am unemployed and they keep on running debit order every month and I am paying for useless insurance which does not make any impact in my life instead it is causing more harm to my finance.i am very furious right now because I am not sure If I am dealing with robots or human being