Auto and general refusal to pay shortfall cover claim

I am appalled by the service of Auto and general . In 2017 my vehicle was ****** and I claimed for payment of insurance and shortfall cover . My bank claims I owe them R 12500 while my shortfall cover was only R 4500 as per auto and generals contract with me . A consultant named Pieter Naude handled the case but would never sort the issue out to date . My account has been handed over to attorneys by the bank for non payment . Auto and general this is shocking