Unprofessional and unexpected service from Woolworths

Hi. My wife, G.M Molapo, has had an account with Woolworths for years now. All these years she has been paying for a credit life insurance with them. My wife has been retrenched for the past 3 months now, she claimed for this so called credit life insurance 4 months back and submitted all relevant documents; after 3 weeks of the initial submission Woolworths asked for the same documents again, which were re-submitted. To date there is no communication from Woolworths, unless we call asking for progress. When we contact them regarding progress, they always tell us that they are confirming her unemployment (since 14 August 2020). Now the account shows arrears and this Woolworths unreliable credit life insurance is not willing to come to the party. Why else have we been paying for this insurance if Woolworths does not want us to benefit from it? Hello Peter, may you please assist in getting these people to start doing their job, apart from ensuring that people's bank accounts are being debited.