Disappointed customer

I took a loan and a credit card and was offered credit insurance in case of retrenchment or permanent disability. Due to the unfortunate circumstances around the world. I got retrenched in March this year. I went to the Atteridgeville branch and submitted all the required documents that proved that I was indeed retrenched. The consultant advised that I will get a reference via sms within a month. I received no response from the bank. To my surprise I received a letter of demand from the bank. How can they offer insurance that cannot help us in time of need. I am very disappointed in Capitec.