bad service

i have a loan which i opened 2015 i was working for another company and i later moved to quest which my contract was ended due to loosing a client, now the story i was paying african bank and the insurance, due me loosing a job i ended up not being abke to pay them like before, i have submitted all the paper work claiming the insurance but it was declined as they said my ex employer told them it was a fixed account now im sitting with this debt in my shoulders cant even breath but i was paying insurance and my acc was up to date why cant the insurance pay this debt out as thier paper work states that