Bad services regarding accounts

I have got loans at Old Mutual. This has been going on since October 2017. I was involved in a accident and then I was retrenched. I have send all the relevant documentation to Omart. Omart declined the claim stating that it was not a dissability claim. I then appealed and send them all the documents regarding the retrenchment. This matter has been dragging on so long and now Old Mutual informed me that the Credit Life Claim elapsed for non paying the accounts. Now I want to know what is the use of paying insurance on loans and when you need to make use of it, Omart rejects the claims.