ABSA can't tell me what they are charging me for

I have been passed from pillar to post. I have car finance with ABSA and there is an amount going off on my statement every month for some type of insurance which I need to know what it is for. Can't pay for something that you never use as I have my own insurance with another broker. They send me to a company called Fulcrum that does collections on their behalf. Fulcrum can't help because they need a reference number from me. Back to ABSA, they don't know what I am talking about. Check your statements for amounts going off and query them. I can't understand why ABSA can't tell me what it is for.