Unpaid insurance claim and unfair deductions

I took a loan with African Bank, have been paying until i got retrenched at work in Jan 2020. I submitted all required documents to their insurance, after that i got calls from different agencies asking for the same document or forcing me to pay the debt.

Till today i have not heard from the insurance, however, they kept on tracing my account and taking what ever is there. I called African Bank several times to ask why are they deducting my account, then i get told the matter will be escalated but the same thing will happen month on month.

Even yesterday i got a call from their agency asking can they reduce my instalment - really??? Why is the insurance not covering the debt as promised!!