Edgars FSP refuses to relieve retrenched customer

I was offered insurance cover with Edgars FSP probably 10+ years ago. My account with Edgars has been for 18 years. I was told that in the event of retrenchment, death or disability the premium will cover the balance on my account. No other information was brought to my attention to sign or communicated on a voice recording. Last year January 2014 I was notified of the retrenchment and in MArch 2014 I had given all forms to Edgars. they refused for me to email or fax. All had to be hand delivered-which I did. Edgars FSP refused to pay the balance on my account at the time of retrenchment-their 1st reason: Voluntary retrenchment-an affidavit was completed and a Company letter was sent stating the events. Then a 2nd refusal was made, Why? I transacted during the claim which is against their policy. This information was not communicated to me at all. I had to pay the whole amount on another credit card to avoid the accumulating interest fees. Ironically The interest did not freeze upon my claim stage. Being a customer for 18 years without a bad record, I would expect a greater loyalty in honoring payouts for the products that they canvas for. I want delivery on the promise.