Paying premium for non-existent policy

I have a home loan through Standard Bank. Therefore I needed to take structural insurance as well. I have been paying the premium for the insurance for just over five years. I called in to inform them I will be out of SA for a long time and my dad will have power of attorney on my behalf. Insurance division has no record of my policy, Thando in home loans can see premium is going off but policy was never opened. Seems the one hand doesn't know what the other is doing. I have taken out my own insurance and have asked for a refund. I find this terrible service and am not sure if I should seek legal advice on this, what if the house had burnt down or geyser burst. Now I must wait till the 16/03/2016 for feedback, My service request number is ***.