Nedbank personal loan insurance

I took out a loan with Nedbank. I told the consultant on the phone that I have my own insurance and I do not need the Nedbank insurance. he advised that we should do the application with Nedbank insurance and we can change it after. I then later sent him the documents after the loan was approved. He told me he can't help me and I should go to the branch and I asked if there isn't a simpler way of getting this sorted out without me having to go to the branch and he said I need to go to the branch. it's covid times and I don't understand why I need to go to the branch if something can be done by submitting documents? anyways, I went to the branch and then they told me they can't assist me. I need to call Nedbank so that I can submit these documents. what a complete waste of my time and on top of that, the consultant did not give me proper advice, he was clearly more interested in making the sale than to help me with what I needed. I have been trying to contact Nedbank but I can't seem to get through their consultants on the phone. Now I have to pay R500 for insurance that I already have and paying for. I need help, please. I want my money. I do have the insurance for the loan and do not need Nedbank insurance.