Retrenchment claim still in process after 5 months

I got a loan and a insurance (for if something like death, disability or retrenchment happen my loan would be paid in full). Last year Sept (2015) I got retrenched. I put in my claim with all documents needed in Oct (2015). 5 Months later and still in process. I have visit the Kuruman Branch, call and mailed a dozen times and all they tell me is \ its been procced or still processing sir\". I have the contract that says my loan would be paid in full if something like this (retrenchment) happen, I also have all the dates an times I visit the branch, all my phone records and mails I have sent to follow up. And every single time they tell my the same thing. They don't keep with the contract or they don't they job. Is been months now and nothing is completed as it should be. They still debit the loan and insurance (the one I claimed) every month and I'm still jobless. They sell you insurances, you take it, pay it every month on time and when you claim you never hear from them again but they still debit the loan and that same insurance you put in as a claim. "