PATHETIC excuse for such a reputable bank

I had taken out shortfall cover with ABSA only to find out when I need to put a claim thru they will not be paying the full amount outstanding, isn't this what shortfall cover is for or had the person whom sold me the product mislead me, I have received the most poor service and worst of all no one can give me answers as to why you'll are not covering the full amount? Is, this the service we pay for with such a reputable bank you would expect better customer service