Credit Shortfall

Taking out car insurance in September 2018 with credit shortfall cover (which the salesperson didnt mention anything about what the cover doesn't cover) i was under the impression if my car was written off, ****** ect i would not have to pay the bank anything but my excess. So January this year outsurance wrote off my vehicle due to uneconomical repair cost after a accident but refuse to pay my credit shortfall due to these conditions. I asked for these conditions in which they dont pay and they said its in my policy schedule but i dont see anything but the cost of the credit shortfall per month. I keep asking for it and keep getting the same document that states nothing. My shortfall is R20 000 and this morning they only offered to pay R8 000 of the shortfall. So please send me the voice recording of when i took the cover out to proof yourself that i was informed about about these conditions and the documentation also. I will not accept a document i havent sign or seen yet because i dont know when u guys created it. If this story is not solved by business today, i will be going to my lawyers and ombudsman.