loan insurance

Good day, I have a loan with Capitec bank, which I have been paying every single month , I have never been in arreas. In May this year I was retrenched, i alerted the bank and took all necessary documents for insurance to take place. I was told i have to wait to apply for it, as since covid there was a long queue since a lot of people lost their jobs. I was alerted that the insurance will cover it, but will only pay a portion of it then in the next 6 months(Jan 2023) if im still unemployed i should bring an affidavit to the branch so that the insurance clear what ever. But to my surprise, the amount left was R61k , past few months the loan amount is going up, its now on R66820.11 and when i sent an email enquiring about it on the 25th Oct, i got no answer only an acknowledgement that i will get correspondence in 5 days. nothing thus far. A group that im on, on facebook we were discussing such, other lady who was also retrenched said she encountered no problems, the insurance paid the loan she had with capitec. What i want to know is, if i have been paying insurance for such incidents why am i now struggling for it to come in place when it should? I have never skipped payments, Capitec what is going on? I can be contacted on *** or ***