Credit life policy

My husband have a policy from Standard bank. On 25 July 2011 he requested that the permanent disability portion also be loaded on the policy. We did not receive any statements from them and only realized in 2013 that they never added this onto the policy. My husband has been medical unfit for work in 2013. We would like to know how this could have happen? Why was the request never loaded. Please listen to your voice tapes on 25 July 2011 where my husband requested this to be added onto the policy. The person he spoke to was Luzuko Mphohla.