Misleading information

I got retrench in July,I sent through all my documents to african bank credit life department. on there website it shows they cover your instalment for 12 months .my claim was approved but when I called them the consultant told me the insurance only paid out for 6 months and it's not the full instalment only partial payment towards the account she puts me through to the claims department and the call got cut. Since Thursday I'm trying to get hold of the credit life department and they put me on hold I even send emails and no luck getting response from them. Hopefully after this post they will contact me