Cash back not paid in full!!

On the 27.09.25 i lost my Dad and I have a policy with 21st century and Aubrey wich was up to date,they arranged everything for the burial and I was suppose to get a cash back of R5000 before the funeral,little did I know that the branch manager at Tsakane is a ********, he came to my home Friday night before the day of the funeral and gave me R3000 and promise to give me the outstanding amount some time during the week and he did not till this fay day.when I call him he doesn't take my calls anymore and I took the matter to customer service and they promised to solve the matter but they did not till today it's been 3 weeks now.