Useless service paid for but not able to use.

We have 2 loans with African bank, during lockdown with 2 months no income they required paperwork for insurance to pay. As to date african banks insurance didn't pay the 2 months on premiums and so it states my husband is in arears. Which effects his credit score. Why do u pay for insurance if u cant use it. He was told that the insurance lapsed when the first debit order went ofg. But we still have to pay for it????? Pathetic service from African bank.