I have a funeral policy with clientele life, on the last week of first week of October I made a claim but was not paid the full amount that reflects on the policy schedule

I have a funeral policy with clientele life, on the last week of first week of October I made a claim but was not paid the full amount that reflects on the policy schedule. I have been contacting them via email and I did not get any assistance. I then decided to call their customer service number on the first attempt, I was told one consultant will call me back but never did, then I made a second attempt where a consultant referred the matter to her supervisor, at the end the supervisor couldn’t provide me with the answer on why did I get R25000 instead of R28090. I was promised to receive answers from them but another week has passed without any communication from clientele life.