Denied to make payment arrangement

Today I went to the fox street capitec bank to file for credit insurance policy due to that I am currently retrenched at my company. I was advised that I needed to make an arrangement for payment of which I was in the process of doing however, a consultant from Capitec Bank by the name Nicole Smith was very rude and imposed on me the amount I should pay irregardless of my current employment status. when I explained to her that I can't afford that she started shouting and was also professional whilst talking to her colleague 'A consultant from the branch who was assisting me'. I have meet the minimum requirement for the insurance to be affected and was trying my best to be the good paying client that I have been to capitec but Unfortunately I do not know that to do now. The consultant continued to speak to the Branch Manager 'Olgar' who then said the call center says the only time I could make an arrangement is if my account is in default. Why wait until such a time when my credit would be negatively affected? is this a fair credit practice?