Insurance denying claim

Have a loan with capitec and was paying insurance. Guard risk and capitec are now denying my claim as according to them i did not follow proper procedures. I notify capitec by email of my retrenchment and they send me to the insurance, insurance ask for further documents of i submitted. They wait until it is 6 months to come back and say i needed to feel forms within 6 months. Is this how they **** people into paying them further? I get the email yesterday capitec today has added more interest to the debt