Unsatisfied with how they handled a ******** case

I took a loan with Tymebank (which was insured), then a few weeks after that I got highjacked and the ********s held me at gun point and wanted access to my banking app. They transfered and stole all the monies in my accounts.

I asked Tymebank to rule this as a ******** case so that the loan insurers could settle the loan, but Tymebank said they did nothing wrong so I'm still liable to pay back the loan. Which baffles me as I didn't willingly give them access to my app.