You misunderstood what that "insurance" was for. TurboTax does not know if you enter incorrect or incomplete information, and TT does not pay the extra tax for you if you do not report all of your income or mess up in some way that is user error.
TurboTax does not receive any information from the IRS or your state after your return was filed, so no one at TurboTax knows about a letter you received from the IRS or the state.
(what the letters from the IRS mean)
I GOT A LETTER FROM THE IRS
I AM BEING AUDITED
If you purchased Audit Defense:
TurboTax has a special phone number for help with IRS/state tax letters, which will be easier than going through regular Customer Support. At the page below, click on the blue button that says "Get Help from TurboTax Support". Then it will ask you what tax year is your letter. Then it will ask you what the letter concerns. Then it will show you the phone number during posted business hours.