Credit Life Policy

Hi everyone, I am sure there is legal and customer relations gurus here, If you take out a product from a banking institution, isn't it the terms and conditions of that product supposed to be spelled out even if you took the product through a call centre (voice recording), I am asking this sincerely as I am confused with ABSA bank declining my claim based on terms that were not stipulated in the voice recording.

I find myself paying for a product that I soberly took a policy for, to make matters worse, the banking ombudsman delayed me for months for the outcome, when the outcome comes they decline it based on wording that is not in my voice recording contract. To make matters worse they have went on and deducted amount R3800 more that the usual premiums (the same premiums I am not supposed to be paying hence the policy). isn't this customer abuse of the highest order?

But the question they all failed to answer (The Claims department and the banking ombudsman) is "why is the terms listed in the decline letter are not in the voice recording (which is a binding contract and I am in possession of), Maybe I am stupid or I do not understand English, I am sure someone can explain it to me better...