Insurance claim

I was retrenched December 2014.I have two loans with the JD GROUP.My accounts was in arrears when I was retrenched.These loans was done over the phone.From the beginning of July this year I was sending emails about this account.Firstly to Kerrie-Anne Ogle dated 22/7,29/7,3/8 this was after I had to go 3 times to the local branch to have my documents forwarded.She informed me that my claim was rejected due to arrears.I then asked her to forward me proof that my contracts was forwarded to me and I copy of the telephonic agreement because I never received any documents nor was the insurance that was charged om the account explained to me.Then the querry was forwared to Connie Kerrie ,again I forwarded emails 29/7,2/8,3/8,5/8.On 16/8 I received an email containing dyelines and copy of the contract.even if my account is in arrears the full amount still get charged on the account.My question is was this done accordance the FAIS ACT?I was nver provided with trusted advice,type and nature of insurance was never explained.Terms of the FAIS YOU ARE TO KEEP RECORD OF ADVICE GIVEN.And does this compline with the NCA ACT?