African bank bullies clients that are on disability

I have a loan with African bank and paid for the extra life and disability insurance for the loan. I have been struggling since 2019 to claim for the payment of the loan with the disability benefit that they provide and I paid for. I have been placed on permanent disability. Every year I submit confirmation from the company where I was employed that I am on disability and my doctor provided numerous reports confirming that I am on permanent disability, however, they keep phoning and sending sms's with conflicting information. They send an sms confirming that my disability claim has been accepted, but then they start threatening me that they will report me as a non payer on the ITC ? They phone me and as soon as I answer the phone, they hang up ?! I cannot afford to phone them and hold on until all my airtime runs out.