Insurance claim

Lockdown claim I phoned the company numerous times and was told to phone 3 days before departure date 28 April 2020 to see whether I qualify to claim. Phoned 27 April and now was directed to the website as u cannot handle the load. Now the computer ask question and end send me claims form. I filled it in and mailed all the information as per claim form. The travel agent said at this stage that they don't know what is going to happen to the ticket. Yesterday I send an email to find out what is happening. Today I was informed by the travel agent Turkish Airline that they are giving an open ticket till next year. I spoke to the agent that I took insurance from and she said once you submit a claim you cannot get refund on your insurance paid for a trip that did not happen. Now how was I suppose to know that if I must speak to a computer. Just missed out on a trip to Israel and now lost R2710 insurance cover. I am 71 years old and I feel like I was mot treated farely by this company. MF Nunes *** policy number