Retrenchment insurance, whatever.

3 years ago, I was retrenched from my job as a church librarian. Made the mistake of choosing Capitec who assured me that the loan I took out automatically would be covered if I was ever retrenched. Fast forward to now, and be assured that I handed the relevant documents in 3 years ago. My details, address, telephone etc is still the same. I'm just married with a baba girl now since last year. My Capitec Christmas present...a phone call stating that I must make a plan to pay. After three years with no correspondence from them? After handing in the documents PERSONALLY? But then again, they have likely misplaced them. Which is their fault. Not mine. I think that there's a Very Very good reason as to their bad reputation. 3yrs? How do they get away with such tardiness?