Capitec Credit Insurance claim 2 years

Im struggling a year and a halve now to process my retrenchment insurance claim. From the beginning there was stories and struggled to submit it via email. After that I never heard from capitec again untill 6months later when they called me to say im not paying my loan. I explained that I was retreched and sent them the documents, but according to them they never received it. July 2018 I sent the same documents through Sadler that they appointed to follow me up and I got a message saying that. The documents was received I would receive an outcome with in 7 days. Its 8 months now and no outcome. Then after Sadler left the case because of me sending them the documents, November December DMC started phoning me saying my account was handed over to them for collection to make arrangements for payment. I explained to them Im not going to because I had cover and did everything according to the policy set out by Capitec. The fault is not on my side. Then again I phoned Capitec for the last week now and the one department only transfers me to the next and no one knows who is responsible. This thing must get sorted out very urgently Ive been way to calm for too long and its on my credit record now. Worst experience ever from a bank