Incorrect information given to clients

I lodged a complaint in July about the information that I was given when I claim for my dad policy. Called Avbob and asked because I have increased the benefits for my dad policy does it have a waiting period I was told it doesn't and the lady at the Branch in Polokwane also confirms that the is no waiting period and when the money got paid out I was surprised it was not what I was expecting. I lodged a complaint in July and up to date Avbob is still busy with my complaint and they don't even call to let me know how far are they with it I'm the one who always have to call them and follow up.