Terrible treatment

sister lost her husband in July. He had his car financed under MFC nedbank in 2017. She reported that her husband is no more and was asked to share his death certificate and affidavit which she did. No one came back to her after she sent all the required documents. 3 months later which is now November MFC phone her asking for her address they sending the driver to come fetch the vehicle. My concern is that nothing was discussed with her. As far as I know whenever one takes a loan or credit with any credit facilities that loan gets insured. How can they do this to her after they paid the vehicle for 4 years. Surley they should have contacted her and come to an agreement. I cannot believe that they would do such thing to someone that is still in the process of healing