Insurance credit claim denied

I have a personal loan with this bank from 2015. I have been laid off from work since 01 April 2020 until further notice WITHOUT A SALARY (industry Hotel) loan is earning interest rates each and every day, Capitec is refusing to pay my Insurance credit claim during this time and I have never claimed before ,I have been a good payer (On 12 July i have receved this feedback from capitec via email # Our policy benefits include a pay out for our polices taken since up August 9th 2017 ,your loan was taken in 2015. YOUR CLAIM HAS BEEN DENIED???? Before this feedback Capitec did not want to process this insurance credit claim they gave me very tough time , they wanted my employer to provide them with the COVID-19 UIF LETTER which my employer stated on the letter that unfortunately they're unable to provide such letter. FORMAL LETTER FROM THE EMPLOYER , 3 MONTHS PAYSLIPS, COPY OF ID WAS SENT AND I BELIEVE THIS WAS MORE THAN ENOUGH TO PROCESS THE CLAIM, this It shows that Capitec did not want this claim to work for my my loan. I am not happy at all, Unfortunately I won't be able to pay any cents into this loan until the insurance credit claim pays. they can note this on their systems. The service that I have been receiving its been very poor and I am not expecting any interest charges be added on this loan from now on. APRIL, MAY , JUNE INTEREST TO BE ADJUSTED. Awaiting their soonest response.