worst service ever

31 June 2015 my husband lost his job and was declared unfit to work. As we had insurance with nedbank we put a claim for assistance with our home loan. There was no feedback at all from their side unless one calls them or write an email. when they finally did respond their response seem different every time one talks to them on email. They told me that their insurance does not pay a lump sum for disability but can only pay every 24months and we have to prove every after that , that he is still disabled and unable to work, I went to the bank to check if that 24 months payment has been done as I needed that payment holiday only to find out that only 15 months were payed. when I talked to them again I was told that they do not pay for 24 months lump sums can only pay for 15 months and pay the rest later so I am not sure which is true and how to deal with this.