Dissatisfaction of Capitec's customer service

Im a Capitec client,have a loan with Capitec and I'm on temporary disability leave since last year as I'm not well and I'm getting a portion of my salary not 100%. I've app**** for credit insurance on my loan to pay for me for some months, Capitec covered for 2 terms which is 8 months,which I'm grateful for. I received a document from them stating the term I'm allowed to be covered for is 3 terms which is 12 months, since I'm still on the leave I app**** for the 3rd term on 5 June 2024, Capitec responded on the 11 June 2024 with documents asking for the documents to be filled in by my employer and doctor which some of them they didn't send on the last 2 terms and didn't even send documents on the first terms, I only sent them my medical report and was approved I explained I can't send the documents they want filled out back on time since my employer takes very long for documents to return since it goes through a long red tape then I made a payment arrangement for next few months. Then Capitec responded in October 2024 to say I can send my current medical report, letter from doctor and previous medical reports instead of the forms. I did that then was approved for 3 months instead of for months since I'm allowed 12 months to be covered, which I had to accept. Now I've sent an email to ask when or if I'll be refunded back the monthly payments I've made for the months covered which is June to August since it's what Capitec has been doing for the past 2 terms paying back the payments for months covered. Till today I haven't recieved a reply. I had to accept being ****** of 1 month of cover now I'm not getting back my monthly payments, I don't understand why!