Insurance rip-off

My wife was retrenched in 2017.She informed Game and Cape union mart about the retrenchment. Her insurance kicked in and started paying off her debt. 12 months later she was told that the insurance was only for one year and she had to pay the account. Normally her account was paid over 12 months every time she bought on it. Firstly, what was the insurance paying for the 12 months. Secondly, why was she not informed that the insurance was only for 12 months even though she paid insurance for many years. All the other creditors closed off her accounts.