Taking advantage of pensioners!!

I took home content cover for my mother, the policy number is ***. She claimed for her microwave with the value of R1500. They rejected her claim on the bases that R1500 amount is less that the access of R2400 payable. But on the contract it clearly states that access payable is R2400 or 5% of the claim. Now when I told the consultant (Lindeka or something), and asked her to explain the 5%, she put me on hold till I hung up. Worst service ever!!!!