outpayning of insurance on car

my son bought a golf on 4/11/2014 through Wesbank. the first installment went off for the car through the bank when car was bought they recommended affinity as a good insurance that will have no hassle when it come by paying out Anyway as it is, his car came into a accident, on 12/12/2014 because of another driver that drove out of a slipway into his way on a wet road . CJ never received any contracts from affinity from the car had been bought He complaint about it with telephone calls and email and nothing happened He only received all the contracts and insurance papers in February 2015 So at the accident the car has been towed away by Metro and not one of their companies that he had no knowledge of. he did all the procedures that was supposed tot be followed for reporting the accident to insurance. it took them nearly 3months to let him know that his car will not be paid off in fully cause the car has been written off and then from there on that he still owe the bank R35000 of the amount that is still liable for the car outstanding balance. No clause in contract is saying that it will not be paid if car in accident in first month This is *****