Shortfall cover does not exist with budget insurance

whats the use paying monthly premiun on budget insurance shortfall cover if it does compensate after vehicle has been considered writeoff? My vehicle was confirmed written off & i was sent an agreement of loss at first which shows budget insurance is owing me just over R19000 to be payable to policy holder after settling the bank. I waited for the money with no luck until i queried with budget insurance , then i was told there was a mistake on the agreement of loss therefore i owe budget just R19000 & i must pay budget over R19000. I then said to Budget its not possible i should owe the insurance because i have a shortfall cover & asked how much did the budget insurance shortfall paid & how much is due to be payable to me because i dont think shortfall cover will only pay exact amount as this is determined by the value of the car & how much you owe the bank. Instead of getting thr accurate feedback & amended loss of agreement, Jassie the manager from claims department is confirming over the telephone that he phoned the bank & the bank confirmed settlement has been paid in full including the shortfall and the account has been close. He added i should phone the bank to confirm all is in order, I then requested he should send the updated agreement of loss. He started being rude & say i should phone the bank and i should use their confirmation as the agreement of loss. I phoned the bank & was told afte paying February installment, i still owe the bank R8000. I then phoned budget again & Jassie now changes the story, he says someone he doest not know paid the shortfall & he doesnt have the record of that. Thats wat he was told by the bank.Is this how Budget insurance operate, all the time have to run after them to pay the shortfall? Can budget gives me accurate figures? how much will be my refund after paying the shortfall as shortfall story of over R19000 & what the bank is saying its R8000. when will i receive accurate figures? do i need to go through Ombudsman for short term insurance to resolve this differences?Why budget insurance intentionally provide inaccurate figures?