Credit life on loans

I have a loan with Getbucks and I paid it every month. In October I was in a motor accident and was booked of for two months. I phoned them regarding my account and they informed me that Getsure will handle the claim. After sending in the police report and hospital report they still did not paid out the claim. I have to phone in every second day and every time they have a different story. Today I was informed that I you must have a permanent disability to qualify for credit life. My concern is what is the use if you have credit life on a loan and pay it every month, but if you need it, they got lots of excuses. Why must I as the customer do their work to phone in everyday and follow up.