Bad service

i was retrenche in April and lost my job. I have send all my details to Capfin retrenche letter and my documents. Due to the reason the owner passed away and the business has closed down. I am at the moment without any income and have send them several emails. Now they said i have never took out the Capfin Credit Life but why would i not do that? With every loan you took out the credit life is included why all a sudden not now?