I imagine it was just her "sales patter".
Most loans are repayed by direct debit so as long as you are aware what the DD should be, I can't imagine a bank changing it without you noticing.
We get countless spam and junk about this, we too have never took out PPI so it gets binned. But if we did have a claim I certainly wouldn't use a third party to get a back. There are loads of places on the internet where you can download a standard form from, fill in and send off, don't waste money on money grabbing, low life, ambulance chasers, which is all they are really.