There are two different aspect in this,
Firstly when bank is giving you a loan, now a days they are indemnefying themself by issuing/ rather selling an Insurance so that in Case of happening something the amount of loan can be recovered from the insurance they had sold you in earlier stages.
Secondly If you need your money reimbursed for that you have to surrender the policy bond which has not been delivered to you till date, In this a point has to be consider that a policy can be surrender only within 30 days of the receipt of the doccument.
You do one thing go to the Branch Manager and request hi for the document regarding the policy they have sold you.
In case you are not able to get your self redresed than you can complaint the Banking Ombudsmen, they will defiantly look into the matter and help you in this aspect.