Loan Insurence Claims NEVER processed

I have been an active client with African bank for years. In Nov 2013 I got retrenched at work and was then unable to continue paying my accounts as before. As expected, Around January 2014 I started getting calls and SMS from African Bank consultants to whom I explained my predicament . One consultant was kind enough to advise me about the insurance claim that is attached to my account, she then told me to fax my retrenchment documentation to a number that she provided, which I immediately did. I further emailed the same copies to an email address provided on the African Bank website and dropped copies with two branches as the claims division still claimed to not have received them.. This back and forth went on for about 10 months, at some point I was requested to submit affidavits claiming that I was still unemployed which I obliged. To date ( 13 months later) the claim is still not paid and I am still getting threatening calls & SMS's from African Bank, Last month I received an SMS notification that my insurance has lapsed due to non payment - not that it was of any help to me. WHY DOES AFRICAN BANK MAKE US PAY FOR INSURENCE THAT DOES NOT COVER US WHEN NEEDED???