Unhelpful & uninterested. Bad workmanship

In 2003 we took a home loan from ABSA. When we received the final paperwork of approval we noticed that there is no life insurance taken with the loan. My husband phoned the ABSA call centre several times and ABSA assured us every time that the life insurance was added on our loan. They said that they wouldn't have approved the home loan if no life insurance was taken. After my husband passed away in 2014, I went to the bank in Komatipoort and the lady who assisted me said there was no such policy. I then spoke to Margaret from head office. She wasn't helpful, i asked her to investigate the case for the reason why no policy was taken after the call centre assured us several times that the policy is 100% and i asked her to trace the phone records when my husband spoke to them regarding the policy. She said she can't and that i MUST give her the exact time,date and person to whom my husband spoke to. According to me ABSA is responsible to keep those records because they always tell you that your calls are recorded. After a week she told me that she couldn't fnd anything and that the case will be closed. This was not investigated properly.