Insurance never paid my debt

My name is Surprise I had a loan at Capitec, it was an end of contract and I was reinstain to work without any disturbance for my payments. After a whole year paying for my debt I got retrenched again, I submitted my papers. They never responded, I thought the insurance has covered the debt. Four months back I received money in my account, they debited it. I went there they said my account is owing money and the insurance never covered anything, worse part they phoned the insurance they said they never received my documents. So now I'm left will unnecessary papers because I lost my job a year ago and they won't submit them.