Insurance for Retrenchment

I was retrenched June 2012. After putting in the Insurance claim they said that the claim was approved and that the account was settled. In 2015 I received a phone call stating that I owe R14000.00 , this was 3years after the account was settled. Not 1 phone call was ever made to me during the 3years after numerous explanations to them that I did send all the papers through and received an sms stating that the insurance claim was approved and the account was settled. Now this shows on my ITC and all the interest that accrued ass well as according to them there was payments being made from February 2014, which I never did. when I got a statement I saw that its the interest that they charge then they do a Induplum adjustment which seems like I am making payments. I want this rectified I am not paying the account as this was settled with an insurance claim. Why do we need to take out insurance fro retrenchment and or disability when they do exactly what they want.