Topup insurance on credit card was not completed

Greetings

I have had this insurance for a few years now and it was always paid up. Now I was diagnosed with a terminal illness and physically disabled due to crushed vertebrea I need to claim from this topup insurance, I had so many issues. Finally after numerous emails and having to send all the paperwork twice for some reason ABSA decided to pay me out and topup my credit card. I had a look at the amount for some reason ABSA decided not to pay out the full amount and R7000 was still needed. I have since sent 4 emails to followup and find out why I was short paid. Still after a month am waiting for reply also and explanation as to why short paid. As I am now disabled and cant work where must I get this money from. Bad debt doesn't scare me I have terminal cancer, but the lack of response to my queries and this insurance not paying out in full as advertised when I purchased it is really a problem and since when does topup mean at insurers descretion. Didn't see that in the small print. Come on ABSA sort out your nonsense.