Rent protection - how long does it take?

Rent Arrears

I have a certificate of rent protection cover with GoodLord through the letting agent who fully manages one of my properties.

It states that if I have any queries I have to go via the agent which I have been doing but it has got to a stage where I feel I am being fobbed off by them.

To cut a long story short - how long on average would it take for a rent protection policy to payout? 

I do not have access to the policy wording or anything despite asking multiple times too.

Tenant is now over 2 months in arrears and I am being simple told by the agent - "oh we have followed up with Goodlord and will let you know".