retrenchment insurer refusing to pay legitimate cl

I had a loan with African Bank which I took up in early 2014. I was retrenched from work in August 2014, subsequent to this, I reported to African Bank and submitted first documents physically at a Branch in East London, and then again in Port Elizabeth Govan Mbeki Branch, after African Bank denied receiving them. Then African Bank kept requesting for documents I think almost every month from then (id copy, SAPS affidavit,Retrenchment letter) which I faxed to them every time and the fax went through. Only once did I receive an sms saying thank you the insurance has paid an installment which was in October 2014. I have sent them documents each time at their request. Most recently it was last month in April, the requested an SAPS affidavit and 6 month bank statement, I sent those to them and someone confirmed on the phone that those were received. Last week I phoned their call centre to check why African Bank on Automatic call transfer are trying to call me, that is where I was told it is because I need to make a payment on my loan. Later that same morning, I received sms that insurance denied claim. I asked why & was told by Tshidi(insurance Dept) because docs were not received!