Standard Bank too broke to write off R19K against insurance

I have been battling with Standard Bank since March 2020 to write a personal loan off against insurance. Sent mails, called (this while I do not have money for airtime), and have now visited the Melville branch, where I was informed that this was written off as 'bad debt'. Then, when I called their personal loan dept today, I had a very clever trevor that told me I am still liable for this debt, after the relevant forms, i.e. UI19, Contract, end of contract letter, certified copy of my id, affidavit of non income and work has been sent to them, and insurance claims a gazillion times. It was delivered and read by them, by the way. I had a debt with African Bank, which they wrote off against insurance, is SB too broke to do the same? I also had a loan with another financial institute which is more than this loan, which was written off against insurance, really makes one think whether they have the facilities to do this, or maybe not the competent enough people to do this.