Loan term

My husband had a loan with Capitec bank for more that 4 years now and he has been paying it every month, so in August he lost his job and he then went to the bank too tell them and he have submitted all the documents. The consultant in Alexandra Pan branch told him the for the remaining two (2) months of his Loan the Insurance will pay it. But yesterday 15/10/2019 he received money from UIF Capitec then debited the money and they say they wont reverse it. But my question is why is Insurance not paying the remainder of the loan or why did capitec not call him to make an arrangement for a payment plan.