Nonsense service

I took a deposit cover with ABSA insurance. The deposit was for my car, which has now been written off. The agreement was that in the event that the car is written off, I will get my full deposit back. After putting in the claim, I was given a letter to sign for only R 23 000.00 instead of R 60 000.00. The consultant Raymond Musana said I took out shortfall insurance of which the recording provided by them proved to be false. Apparently the matter is now with management. I don't understand what do they still need to discuss when proof has been provided . I am disgusted by the very poor service, just to finally be put through to claims department took 2 days of calling non stop.