Unhappy customer

I have a Woolworths clothing account and have their balance protection insurance since 06/08/2016. I was retrenched 30/06/2020 and went to their Secunda branch 20/07/2020 to submit my documents and completed forms as required for my claim and till this day I haven’t heard anything from and every week without fail I try to phone their insurance department and I don’t get help but they promise to phone me back and nothing. I’ve send them emails and also attached my proof of email and fax reports from the store but still nothing.

I’m afraid that I will get to a point where I can’t even pay them and they will use it as a cause for rejecting my claim. Please assist me