Compromised Settlement Figure

I was retrenched in November 2012 and since then I have not been working, the time I lost my job I went to the branch of real people to advise them and they have confirmed that I have insurance which will cover me for 6 Month, I did complete all the documentation and the lady who was helping me said to me that the insurance will pay in my Monthly instalment for the period of 6 Month, to my surprise when I called now to request a balance because I have been offered a contract of 3 month which will elapse next month, the guy I spoke to from a call centre number *** Xolile told me that the insurance did not pay out because they have never received documents, called in couple of times and no one seem to assist I even requested a compromised settlement figure on my loan and they declined it, I am just trying to pay this account in full and all I am asking for is to get a compromised settlement figure and some of the interest to be written off because it is not my fault that the insurance did not pay for the period promised as per the contract I signed with real people, please can you help me.