I had an account with bradlows and when I got retrenched in 2020 I app**** for insurance to pay off my accounts

I had an account with bradlows and when I got retrenched in 2020 I app**** for insurance to pay off my accounts.All paperwork was submitted at port shepstone bradlows.1 year later they got hold of me and told me my account is in arrears.Why when the insurance was supposed to pay.I found another job and I'm paying the account again.