not paying after account been paid!!!!!!

Laid a claim with Salam for my husband to assist him as he is without work. Direct axis contacts me back and requested the usual ui19 and the letter of ending the contract which was sent. An then a few days later more questions about this and that and the next thing. My husband paid his account every month for the last three years via debit order no questions asked and paid the client protection that is necessary when talking some sort of loan at a financial institute.. Now that he has got a claim to help them pay it for him or put the account on hold they have huge issues and asking my husband whole life history and why he was sick?????? and and . Who the hell gives a dam how many jobs you have changed and what you are doing as long a the account gets paid what the hell does sit have to so with Sanlam or anyone what is going on in your life/ Its pathetic actually. I have sent the information they have requested. This is customer services at list very best.